Service Delivery Manager

We are Netcompany-Intrasoft, a member of Netcompany Group A/S, and a leading European IT Solutions and Services company with a strong international presence and expertise, dedicated to responsible digitalisation. We offer innovative and added-value solutions of the highest quality to a wide range of public and private organizations, while being a key player in the EU Institutions for the past 30 years. We hold an outstanding record of 500+ organizations in 70+ countries, that have chosen our solutions and services, to fulfil their business needs. Our team of 3500+ professionals is our driving force and our most valuable asset.

So, what are the main duties of a Service Delivery Manager in Netcompany-Intrasoft?

We are seeking a motivated and experienced Service Delivery Manager to oversee the delivery and support of one of our application services. This mid-level role involves managing application support operations, ensuring customer satisfaction, and maintaining service delivery standards. The ideal candidate will act as a bridge between technical teams and business stakeholders, driving continuous improvement in service delivery, aligning support operations with business objectives and emerging technologies, and growing the service.

As a Service Delivery Manager, you will:

• Manage end-to-end service delivery for application support, ensuring compliance with agreed quality, Service Level Agreements (SLAs) and Key Performance Indicators (KPIs);
• Continuously evaluate existing support processes and identify opportunities for automation, optimization, and service growth;
• Evaluate contract and project risks, identify, and execute risk mitigation actions;
• Address escalations promptly and professionally, ensuring swift resolution and client satisfaction;
• Foster a collaborative environment to drive efficiency and improve team performance;
• Lead and mentor the application support team, ensuring clear communication of goals and expectations;
• Act as a team leader, managing priorities and workload, setting objectives, and evaluating team members;
• Regularly communicate with stakeholders to report on service performance, quality, issues, improvements and provide consolidated management reporting;
• Plan and supervise the execution of quality reviews;
• Play a key role in add-on sales with Sales, Framework & Delivery Management team.

What would make you a fit for the role:

• University Degree and at least 5 years working experience as Service Delivery Manager;
• Practical knowledge of Service Management (ITIL) and Project Management (PRINCE2, PMP) methodologies, confirmed with relevant certifications;
• A successful experience in People Management;
• Able to work in a multicultural environment and as a part of a team;
• Analytical mind, systematic approach to problem-solving, and excellent decision-making abilities;
• Strong interpersonal and communication skills for managing diverse stakeholders;
• Ability to work under pressure and manage multiple priorities effectively;
• Fluency in English and French (verbal and written).

Being a part of the Netcompany-Ιntrasoft team, you will be provided with:

• The opportunity to work in a modern environment.
• A competitive compensation & benefits package
• Hospitalization plan
• Hybrid working model
• Meal and commuting allowance
• Well-being activities (on premises)
• Continuous learning opportunities using the most modern methods (unlimited access to Udemy for Business, ad-hoc trainings)
• A personalized development plan for targeted career growth

If you are looking forward to be part of a diverse environment, and have the opportunity to work alongside well-experienced professionals, on challenging, large-scale projects that directly impact millions of citizens around the globe, then this is the place to be!

By joining Netcompany - Intrasoft Belgium, you will be an integral part of a distinguished team of 600+ tech enthusiasts working for international projects, primarily within the European Institutions market. Whether you're collaborating with clients on their premises or harnessing the power of cutting-edge technologies at our own facilities, you'll have the opportunity to shape the future of digital services in an environment that values your ideas and fosters your growth.

Our culture

Our people are the most important element of our success. Our work life is well defined by our set of fundamental Values: https://netcompany.com/careers/greece/our-values/

 #BePartOfSomethingGreat!

Please submit your CV in English. All applications will be treated as strictly confidential.

Should you be invited for an interview and be considered suitable candidates for the EU project at the first stage, we inform you that your CV may be forwarded to the relevant European Organization or third companies - consortium members participating in the specific EU project together with NETCOMPANY INTRASOFT for evaluation.

We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. As part of the Netcompany-Intrasoft culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our our everyday working experience.