IT Service Delivery Manager

You oversee service delivery, improve ITIL processes and collaborate with business, IT teams and suppliers to ensure stable, scalable and high-quality IT services across Alfen., Service Delivery & Stakeholder Management

• Align IT services with business needs through structured stakeholder dialogue.
• Monitor performance and ensure SLA compliance.
• Act as escalation point for major incidents and coordinate communication and recovery.
• Improve service experience through feedback and CSIP initiatives.
• Manage external suppliers for reliable end-to-end service delivery.

ITIL Process Management & Maturity Improvement

• Design, implement and optimise ITIL processes (Incident, Problem, Change).
• Drive the shift from reactive to proactive, process-driven service delivery.
• Coach IT teams in standardised processes and tooling.
• Identify and resolve structural bottlenecks to improve efficiency.
• Ensure cohesion across process domains for effective cross-team collaboration.

Service Performance, Reporting & CSI

• Develop and analyse service reports and KPI dashboards.
• Monitor process adherence across IT teams.
• Lead the Continuous Service Improvement cycle using trend insights.
• Maintain quality and accuracy of the Service Catalogue and process documentation.
• Oversee SLA compliance and vendor performance.

Service Transition & Delivery Excellence

• Ensure controlled handover of new solutions into operations.
• Contribute to departmental and IT-roadmap objectives.
• Facilitate adoption of new processes, tools and service improvements., You work within Central Functions and report to the Senior Manager Enterprise Platforms. You collaborate with platform teams, business departments and external partners while ensuring high-quality IT services.

• Bachelor's or master's in business informatics, Computer Science, Business Administration or related field.
• At least 5 years of experience in IT Service Management or a similar tactical IT role.
• Strong ITIL knowledge; ITIL v4 certification preferred.
• Proven vendor and contract management experience.
• Experience improving process maturity and operational efficiency.
• Strong analytical, communication and influencing skills.
• Customer-focused mindset with strong planning and organisational capability.
• Fluent in Dutch and English.

• A competitive salary and excellent employment conditions (Metalektro Collective Labour Agreement).
• 27 vacation days + 13 ADV (additional) days per year, with the option to sell 10 days.
• Hybrid working (max. 2 days per week with a 40-hour workweek).
• A company laptop.
• Free access to our online learning platform.
• Activities organized by our employee associations AlFun and Young Alfen.
• Sports activities through Alfen, such as fitness and participation in sporting events.
• Pension scheme via PME, with a solid employer contribution.
• Travel allowance of €0.23 per km, up to a maximum of 50 km one-way.