Service Delivery Manager

About us:

Stafide is the premier destination for tech talent consulting providing comprehensive employment services throughout Europe. Our mission is straightforward: to effortlessly connect job seekers with employers focusing on the rapidly changing technology sector. Boasting unparalleled expertise and a steadfast commitment we specialize in aligning elite tech talent with companies to meet their IT consulting requirements precisely. Be part of our journey as we redefine the landscape of tech recruitment.

As a Service Delivery Manager you will:

• Build and maintain strong relationships with clients understanding their needs and ensuring their satisfaction.
  
• Manage the delivery of services according to agreedupon service level agreements (SLAs) and key performance indicators (KPIs).
  
• Lead and manage a team of service delivery personnel ensuring they are properly trained motivated and equipped to deliver services effectively.
  
• Handle escalated issues and resolve conflicts to ensure smooth service delivery.
  
• Monitor service performance analyze data and prepare regular reports for management and clients.
  
• Identify areas for improvement in service delivery processes and implement solutions to enhance efficiency and quality.
  
• Manage the budget for service delivery operations ensuring resources are allocated effectively and efficiently.
  
• Identify and mitigate risks that may impact service delivery or client satisfaction.
  
• Continuously assess and improve service delivery processes tools and methodologies to ensure they remain effective and aligned with business goals.
  
• Collaborate with vendors and thirdparty service providers to ensure seamless service delivery where applicable.
  
• Maintain open communication channels with internal teams clients and stakeholders to ensure alignment and transparency throughout the service delivery process.
  

What You Bring to the Table:

• Must speak Dutch fluently.
  
• Experience in IT IS Service Desk daily operations.
  
• Strong experience in service delivery management.
  
• Experience in formalizing a review system for article creation and updates.
  
• Ability to coach the team on best practices.
  
• Rich experience in documentation and professional articulation.
  
• Knowledge of Service Desk KPIs.
  
• Knowledge of different mechanisms for feedback.
  
• Experience in improving the performance of lowperforming agents.
  
• Analytical and reporting skills.
  

You should possess the ability to:

• Work effectively in a team and contribute beyond the role.
  
• Communicate well with good organizational skills.
  
• Solve problems efficiently and effectively.
  
• Work with ITIL frameworks.
  
• Utilize ServiceNow Knowledge module.
  
• Understand AQI (Article Quality Index).
  
• Have relevant training or certifications as a Quality Analyst.
  
• Be HBO qualified (preferred).
  

What We Bring to the Table:

• A collaborative and innovative workplace that encourages creativity and supports professional growth.
  
• Opportunities to lead and implement cuttingedge technology solutions in a robust environment.
  
• Competitive compensation and benefits with opportunities for career advancement and continuous learning.
  
• A dynamic team environment where your skills and expertise will be valued and where you can make a significant impact on our technological direction.
  

About us: Stafide is the premier destination for tech talent consulting, providing comprehensive employment services throughout Europe. Our mission is straightforward: to effortlessly connect job seekers with employers, focusing on the rapidly changing technology sector. Boasting unparalleled expertise and a steadfast commitment, we specialize in aligning elite tech talent with companies to meet their IT consulting requirements precisely. Be part of our journey as we redefine the landscape of tech recruitment. As a Service Delivery Manager, you will: Build and maintain strong relationships with clients, understanding their needs, and ensuring their satisfaction. Manage the delivery of services according to agreed-upon service level agreements (SLAs) and key performance indicators (KPIs). Lead and manage a team of service delivery personnel, ensuring they are properly trained, motivated, and equipped to deliver services effectively. Handle escalated issues and resolve conflicts to ensure smooth service delivery. Monitor service performance, analyze data, and prepare regular reports for management and clients. Identify areas for improvement in service delivery processes and implement solutions to enhance efficiency and quality. Manage the budget for service delivery operations, ensuring resources are allocated effectively and efficiently. Identify and mitigate risks that may impact service delivery or client satisfaction. Continuously assess and improve service delivery processes, tools, and methodologies to ensure they remain effective and aligned with business goals. Collaborate with vendors and third-party service providers to ensure seamless service delivery where applicable. Maintain open communication channels with internal teams, clients, and stakeholders to ensure alignment and transparency throughout the service delivery process. What You Bring to the Table: Must speak Dutch fluently. Experience in IT IS Service Desk daily operations. Strong experience in service delivery management. Experience in formalizing a review system for article creation and updates. Ability to coach the team on best practices. Rich experience in documentation and professional articulation. Knowledge of Service Desk KPIs. Knowledge of different mechanisms for feedback. Experience in improving the performance of low-performing agents. Analytical and reporting skills. You should possess the ability to: Work effectively in a team and contribute beyond the role. Communicate well, with good organizational skills. Solve problems efficiently and effectively. Work with ITIL frameworks. Utilize ServiceNow Knowledge module. Understand AQI (Article Quality Index). Have relevant training or certifications as a Quality Analyst. Be HBO qualified (preferred). What We Bring to the Table: A collaborative and innovative workplace that encourages creativity and supports professional growth. Opportunities to lead and implement cutting-edge technology solutions in a robust environment. Competitive compensation and benefits, with opportunities for career advancement and continuous learning. A dynamic team environment where your skills and expertise will be valued and where you can make a significant impact on our technological direction.