Service Delivery Manager

At Lely, reliable and future-ready IT services are essential to support innovation, growth, and collaboration across the organization. In the role of Service Delivery Manager, you play a key role in making that happen. You ensure that colleagues can rely on high-quality IT services that create real value for the business, while helping SSC IT further strengthen its service-oriented way of working.

In this role, you work at the intersection of business, IT and suppliers. One moment, you are discussing service performance and business priorities with stakeholders. The next, you are working with internal teams and external partners to identify opportunities, improve service quality and increase business value. Your ability to connect people, insights and objectives helps translate operational performance into meaningful improvements.

As SSC IT continues to mature its service management capabilities, you will have the opportunity to influence how service ownership, governance and service delivery are embedded within the organization.

Key responsibilities include:

• Taking end-to-end ownership of one or more IT services and ensuring they continue to deliver value to the business.
• Defining, maintaining and monitoring Service Level Agreements (SLAs), Operational Level Agreements (OLAs) and service KPIs.
• Leading service reviews, analysing performance trends and translating insights into concrete improvement initiatives.
• Bringing together business stakeholders, IT teams and suppliers to align priorities and continuously improve service quality.
• Managing service risks, dependencies and supplier performance while safeguarding continuity and reliability.
• Providing clear reporting and recommendations on service performance, improvement opportunities and strategic roadmap decisions.

What is your experience?

You enjoy creating structure in complex environments and bringing together people with different perspectives and priorities. Through a combination of analytical thinking, stakeholder management and a strong customer focus, you know how to turn service insights into improvements that make a visible impact on the business.

Additionally, you bring the following:

• HBO or WO working and thinking level.
• At least 5 years of experience within IT Service Management, preferably as a Service Delivery Manager, IT Service Manager, Service Owner or a comparable business-facing IT role.
• ITIL Foundation certification and practical experience with ITIL-based service management processes.
• Experience with SLA, OLA, KPI and service review frameworks.
• Strong analytical skills and experience using service performance data, incident trends and customer feedback to drive improvements.
• Experience managing stakeholders within complex organizations.
• Understanding of IT governance, operational risk management, service continuity and compliance.
• Knowledge of supplier management and contract governance.
• Fluency in Dutch and English, both written and spoken.

Considered a plus:

• Experience in an international organization.
• Experience with ITSM tooling and service reporting dashboards.
• Experience coaching colleagues and sharing knowledge within a service management team.

Do you recognize yourself in most of these qualifications, but not all of them? We would still love to hear from you. We believe diverse perspectives and experiences help us build stronger teams and better solutions.

For this position, a pre-employment screening applies, consisting of a Certificate of Conduct (VOG) and a background/integrity check. Due to the access to sensitive information and customer data, we place great importance on a careful assessment. The screening must be successfully completed before you can start employment with us. We cover the cost of the VOG application and, of course, handle your personal data with care, in accordance with our privacy statement.

What you can expect from us

Working at Lely means contributing to sustainable progress within one of the most innovative organizations in the Netherlands. You contribute to making the agricultural sector future-proof, and we make sure that you get all the space, resources and support you need to do so.

• An international working environment with opportunities for own initiative and entrepreneurship.
• Excellent working conditions, including up to 8 weeks of vacation per year and a good pension scheme.
• You have the option to participate in a preventive medical examination.
• During the Christmas period, Lely closes its door for two weeks.
• Good growth opportunities: you are in control of your development and can choose from various training courses through our Lely Academy, from personal development to job-specific training.
• Our modern Lely Campus offers daily access to extensive sports facilities: an indoor gym, outdoor padel courts, an outdoor basketball and volleyball court, table tennis and table soccer. You can join Hyrox workouts or sign up for personal training and challenge your colleagues during an active break.
• Enjoy fresh coffee and tea from our own barista, with milk straight from our farm, as well as a healthy and affordable company restaurant.
• A healthy work-life balance thanks to our hybrid work policy: you work at least three days a week on Campus, with flexible working hours and plenty of room to spend extra time on site between 06:00 and 20:00.
• A free shuttle bus will take you to and from the metro in Maassluis, so your workday starts and ends smoothly.
• Successes need to be celebrated: from anniversaries to Christmas parties, at Lely we know how to do it.

About Lely

We believe in a sustainable, profitable, and enjoyable future for dairy farmers by combining robotics, engineering, and farming expertise.