Service Delivery Manager

About the Position

Service Delivery Manager

• Full-time

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About the Company

Sopra Steria offers tailored, end-to-end corporate technology and software solutions to help clients make bold choices and deliver results. Successfully so! With more than 51,000 colleagues in nearly 30 countries, we rank as Europe’s leading digital solutions provider. Some of the most successful companies in Europe rely on our technology due to our commitment to innovation, collaboration, and value in business development.

The world is how we shape it. Let’s shape it together.

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Responsibilities

• Acting as the primary liaison between customers and operational teams, representing customer interests internally while safeguarding company priorities.
• Managing operational accounts, reviewing tickets and requests, and ensuring alignment with customer expectations.
• Preparing and validating monthly Service Level Reports and presenting them during steering committee meetings.
• Reporting risks, issues, and business opportunities to internal stakeholders.
• Overseeing invoicing processes, ensuring accuracy and timely payment follow-up.
• Ensuring service delivery in compliance with contractual agreements and ITIL processes.
• Driving Continuous Service Improvement (CSI) initiatives to enhance efficiency and quality.
• Managing risks-operational, financial, and project-related.
• Handling critical incidents (including outside business hours) and coordinating resolution efforts.
• Managing change requests and small to medium-sized projects (up to approximately 100 days), including planning, cost estimation, and P&L accountability.
• Supporting pre-sales activities by validating service offers and accompanying sales teams when needed.

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Requirements

• Master’s degree in a relevant field or equivalent professional experience.
• Experience as a (technical) Service Delivery Manager.
• Knowledge of Application Management.
• Strong commercial skills, including consultative selling and proposal writing.
• Excellent written and verbal communication and presentation skills.
• Customer-oriented mindset with a strong sense of commitment.
• Ability to think conceptually while maintaining a pragmatic approach.
• ITIL v4 certification or equivalent.
• Knowledge of Agile or other project management methodologies.
• Assertive communication style and adaptability to different audiences.
• Strong organizational and problem-solving skills.
• Language: English, Dutch, and French are required (both verbally and in writing).

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We Offer

• A company car or mobility budget.
• Laptop, phone & phone subscription.
• A competitive salary and indefinite contract.
• Insurance coverage, meal vouchers, eco-cheques, and more.
• Continuous learning opportunities through the Sopra Steria Academy to support your career development.

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About the Company

Sopra Steria is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, ancestry, nationality, color, family or medical leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, gender (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations, and ordinances. We foster a work environment that is inclusive and respectful of all differences.

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Locations:

• Kyiv, Ukraine
• Berlin, Germany
• Brussels, Belgium
• Paris, France
• Madrid, Spain

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Sopra Steria is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, ancestry, nationality, color, family or medical leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, gender (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations, and ordinances. We foster a work environment that is inclusive and respectful of all differences.