Service Delivery Manager

About the role

Sopra Steria is looking for a Service Delivery Manager in its Digital Platform Services (DPS) business line, based in Flanders/Brussels. The role is a business relationship manager who maintains strong customer relationships and ensures high-quality service delivery. It covers SLA definition and monitoring, operational automation, resource optimization, and the identification of new technical and business opportunities.

Key responsibilities

• Act as the main link between customers and operational teams, representing customer interests internally while protecting company priorities.
• Manage operational accounts, review tickets and requests, and align them with customer expectations.
• Prepare and validate monthly Service Level Reports and present them at steering committee meetings.
• Report risks, issues and business opportunities to internal stakeholders.
• Oversee invoicing, ensure accuracy and follow up payments on time.
• Ensure service delivery complies with contracts and ITIL processes.
• Drive Continuous Service Improvement (CSI) initiatives and manage operational, financial and project risks.
• Handle critical incidents, including outside business hours, and coordinate resolution.
• Manage change requests and small to medium projects (up to about 100 days), including planning, cost estimation and P&L accountability.
• Support pre-sales by validating service offers and accompanying sales teams when needed.

Required profile

• Master's degree in a relevant field or equivalent professional experience.
• Experience as a (technical) Service Delivery Manager.
• English, Dutch and French, spoken and written.
• Assertive communication style and adaptability to different audiences.

Required skills

• Application management knowledge.
• Commercial skills, including consultative selling and proposal writing.
• Excellent written and verbal communication and presentation skills.
• ITIL v4 certification or equivalent.
• Knowledge of Agile or other project management methodologies.

What we offer

• A company car or mobility budget, laptop, phone and phone subscription.
• Competitive salary and an indefinite contract.
• Insurance coverage, meal vouchers and eco-cheques.
• Training through the Sopra Steria Academy and flexible working arrangements.