IT Service Delivery Manager

In this role you manage the IT/OT service delivery for an advanced warehouse automation system at Schiphol, ensuring performance, reliability and long-term customer success. You act as the focal point for service delivery and collaborate with cross-functional teams to uphold SLAs and contractual commitments. You shape delivery strategies, lead incident/problem/change management, and support transitions from pre-sales to operations. You will drive service reviews and customer escalations, contributing to sustainable service excellence.

• 40 vacation days
• Flexible working hours
• Hybrid workplace
• Health & Wellbeing budget
• Commuting allowance
• Pension and health insurance discount

• Deliver IT and OT services per SLA and contractual commitments
• Own incident, problem, and change management with clear service lifecycle communication
• Define and improve service delivery strategies, policies and performance
• Collaborate with IT, operations and business teams to provide integrated solutions
• Identify and mitigate risks while ensuring business continuity and compliance
• Support pre-sales and project transitions by representing service capabilities
• Lead service review meetings, performance reporting and customer escalations
• Adhere to HQ Veghel standards and provide improvement feedback

• 8+ years in IT/OT, with ≥3 years in service delivery or service management
• Hands-on experience in enterprise-level service delivery (IT infrastructure, software, networks, or control systems)
• Strong customer relationships and stakeholder management
• Fluent in English; Dutch a plus
• Commercial mindset for upsell/cross-sell opportunities within existing accounts
• Knowledge of ITIL; ITIL4 certification preferred

• customer relationship management
• stakeholder management
• communication
• ITIL knowledge
• IT infrastructure, software, networks or control systems
• service management