IT Service Delivery Lead

We’re looking for a hands-on IT Service Delivery Lead to run and continuously improve our IT operations.

This is not a traditional “keep the lights on” role. You will play a key part in transforming how IT operates, reducing manual work, driving automation, and leveraging modern technologies such as AI to scale efficiently.

You’ll be responsible for delivering reliable IT services to ~350 colleagues while building a lean, high-performing IT operation that can do more with less.

What you’ll do Run IT operations

• Own day-to-day IT service delivery and ensure strong SLA performance
• Oversee incident, request, and problem management processes
• Act as escalation point for major incidents
• Ensure a smooth and reliable IT experience for all employees

Drive automation & efficiency

• Identify repetitive manual work and eliminate it
• Design and improve workflows to reduce ticket volume
• Work closely with the IT team to implement automation (e.g. onboarding, access, device processes)
• Continuously optimise how IT operates

Lead operational improvements

• Drive transformation projects within IT operations
• Standardise and simplify processes
• Introduce data-driven ways of working
• Help build a scalable IT organisation

Leverage AI & modern tooling

• Identify opportunities to improve IT operations using AI and automation
• Connect operational challenges with emerging technologies
• Support safe and effective adoption of new tools in collaboration with the team

Manage vendors & support teams

• Oversee external Local IT support team (2 onsite contractors)
• Hold vendors accountable for performance, SLAs, and service quality
• Coordinate across multiple IT service providers

Own assets, tools & costs

• Manage lifecycle of devices (laptops, mobile phones, accessories)
• Oversee software licenses and usage
• Manage telecom subscriptions and costs
• Handle IT purchasing, invoices, and vendor contracts
• Identify cost-saving opportunities, * High-impact role with real ownership
• Opportunity to shape and improve IT from the ground up
• Focus on automation, efficiency, and smart scaling
• Collaborative and pragmatic environment

• 7+ years experience in IT Service Delivery, IT Operations, or similar
• Experience improving or transforming IT operations
• Strong process mindset- you like fixing how things work, not just running them
• Experience with ITSM tools (e.g. Jira Service Management, ServiceNow)
• Experience managing vendors and external partners
• Comfortable working in a modern SaaS-driven environment

Life at Marktplaats comes with its perks! Our colleagues enjoy the following benefits:

• Attractive Base Salary

• Participation in our Short-Term Incentive Plan (Annual Bonus)

• ️ Employee Assistance Program: 24/7 support for you and your family

• Collaborative Culture: “Win together, lose together” is one of our key behaviours. You’ll be part of a supportive, growth-minded environment.

Ask our recruiters to tell you more!