Service Delivery Manager – End User Services

To ensure the effective delivery of outsourced IT services by managing the relationship with the preferred MSP (Cognizant), overseeing service performance, and driving continual improvement. The role also encompasses vendor management responsibilities, including contract negotiation, supplier performance evaluation, and strategic procurement, all while collaborating closely with business stakeholders and a small internal team.

Key Responsibilities

Service Delivery Management

• Oversee the end-to-end delivery of IT services provided by the MSP, ensuring alignment with business needs and contractual obligations.
• Monitor service performance against SLAs, initiate remedial actions, and drive continual improvement in collaboration with suppliers and internal stakeholders.
• Act as the escalation point for service issues, coordinating resolution across suppliers and business units.
• Maintain and update the service catalogue, ensuring services remain relevant and cost-effective.
• Facilitate smooth transitions from projects to operations, ensuring all service requirements are met.

Vendor Management

• Develop and implement sourcing strategies, negotiate contracts, and manage supplier relationships to maximize value and minimize risk.
• Evaluate supplier performance based on quality, pricing, delivery timeliness, and innovation; proactively drive improvements.
• Coordinate with internal stakeholders (Legal, Compliance, Data Privacy, Security, Finance) to meet procurement objectives and ensure contract compliance.
• Maintain a contract database and standardize processes, templates, and conditions for supplier management.
• Lead negotiations and facilitate decision-making for management, ensuring contracts deliver value for money.

Stakeholder Engagement & Team Collaboration

• Communicate effectively with business units to understand needs, manage expectations, and translate requirements into service and supplier actions.
• Work collaboratively within a small team to manage IT suppliers and projects, sharing knowledge and supporting colleagues.
• Act as a subject matter expert, advising and facilitating business units and regions as needed.

Continual Improvement & Innovation

• Drive continual improvement initiatives, leveraging Lean and Agile principles.
• Benchmark services and suppliers externally to ensure competitiveness and innovation.
• Stay up-to-date with market trends and best practices in IT service delivery and vendor management.

Requirements

Knowledge & Experience

• Proven experience in IT service delivery management within a global, outsourced environment.
• Strong background in sourcing, contracting, and vendor management, including negotiation and risk mitigation.
• Experience working with MSPs and managing complex supplier relationships.
• Familiarity with Lean and Agile methodologies.
• Knowledge of relevant tools and contract management systems.

Skills

• Excellent communication skills (verbal and written, English required).
• Strong analytical, decision-making, and problem-solving abilities.
• Ability to work collaboratively in a small team and across business units.
• High level of organizational sensitivity and stakeholder management.
• Spirited team player, positive role model, and catalyst for change.

Personal Attributes

• Results-oriented, disciplined, and quality-focused.
• Entrepreneurial mindset with market orientation and customer focus.
• Motivated to drive continual improvement and innovation.

Suggested Interview Focus Areas

• Experience managing outsourced IT services and MSP relationships.
• Approach to supplier performance management and contract negotiation.
• Communication and collaboration skills within cross-functional teams.
• Examples of driving continual improvement and innovation.
• Handling escalations and complex service delivery challenges.

If you're passionate about solving complex customer challenges, then ERIKS is the right place for you. Because here, everyone has the chance to make remarkable a reality.

For questions about the vacancy or selection process, please contact Annemijn van Duijn - annemijn.vanduijn@eriks.com. For content-related questions, contact Guido Tijssen.