Company Description
Sopra Steria offers tailored, end-to-end corporate technology and software solutions. With more than 51,000 colleagues in nearly 30 countries, it is a leading European digital solutions provider.
Job Description
The Service Delivery Manager is a business relationship manager responsible for maintaining strong customer relationships and ensuring high-quality service delivery. The role focuses on defining and monitoring Service Level Agreements, driving operational automation, optimizing technical and human resources, and identifying new opportunities to expand managed services.
- Act as the primary liaison between customers and operational teams.
- Manage operational accounts, tickets, and customer requests.
- Prepare and validate monthly Service Level Reports and present them at steering committee meetings.
- Report risks, issues, and business opportunities to internal stakeholders.
- Oversee invoicing and payment follow-up.
- Ensure service delivery complies with contractual agreements and ITIL processes.
- Drive Continuous Service Improvement initiatives.
- Manage operational, financial, and project-related risks.
- Handle critical incidents, including outside business hours.
- Manage change requests and small to medium-sized projects of up to approximately 100 days, including planning, cost estimation, and P&L accountability.
- Support pre-sales activities by validating service offers and accompanying sales teams.
Qualifications
- 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, verbal, and presentation skills.
- Customer-oriented mindset and strong commitment.
- Conceptual thinking combined with a pragmatic approach.
- ITIL v4 certification or equivalent.
- Knowledge of Agile or other project management methodologies.
- Assertive communication style and adaptability.
- Strong organizational and problem-solving skills.
- Fluency in English, Dutch, and French, verbally and in writing.
What Sopra Steria Offers
Sopra Steria offers flexible working arrangements, a company car or mobility budget, laptop and phone subscription, a competitive salary and indefinite contract, insurance coverage, meal vouchers, eco-cheques, and continuous learning through the Sopra Steria Academy.
Sopra Steria is an equal opportunity employer committed to an inclusive and respectful workplace.