Service Delivery Manager

We are looking for an IT Service Delivery Manager for a key client based in Amsterdam, Netherlands.

🔎 Main Responsibilities

• Act as L1 triage layer: assess incidents and route them to the right resolver groups
• Coordinate major incidents (M365/authentication outages, store-down events) end-to-end
• Run problem management to reduce recurring incidents
• Manage service desk and lifecycle vendors in a multi-supplier SIAM model, ensuring SLA compliance
• Maintain ServiceNow workflows, routing, reporting and dashboards
• Own M365 workplace support: Outlook, Teams, Intune, Entra ID and JML
• Manage the device lifecycle (Windows/Surface, mobile, iPad) and the asset register
• Support ~300 retail users across Europe (POS, connectivity, store peripherals)
• Ensure service continuity through carve-out, cutover and hypercare
• Report on SLA/KPI, aged tickets and CSAT through management dashboards

🧩 Requirements

• Bachelor’s degree in IT, Computer Science, Information Systems or a related field
• 8+ years of experience in IT service delivery or service desk management
• ITIL 4 Foundation certification (mandatory); ITIL 4 Managing Professional is a plus

• Strong ITIL practice in incident, problem and change management
• Hands-on ServiceNow experience: workflows, routing, reporting and dashboard creation
• Proven vendor and SLA management experience, ideally integrating a managed service desk in a multi-supplier SIAM environment
• Solid expertise in end-user computing and Microsoft 365: Entra ID, Intune, Teams, Outlook, JML, device lifecycle management
• Experience supporting multi-site retail users and stores across Europe, including POS and store peripherals

• Nice to have: ServiceNow certifications, SIAM/COBIT, AIOps tools, Mimecast, Netskope, and knowledge of Cegid, Teamwork Commerce, Magento, SAP, SuccessFactors, Concur/Egencia, QlikSense/Domo
• Nice to have: Service delivery experience within premium fashion, apparel, or luxury retail sectors (e.g., comparable to Aesop, Burberry, Levi’s).

🌍 Languages & Location

• Fluent English (mandatory)
• Dutch is a plus
• Amsterdam, Netherlands (Full Remote, with up to 1 day per month on-site if needed)
• Start date: ASAP

🚀 Ready to take your career to the next level and join an international and dynamic environment? Apply now! 🌟