(Senior) Service Delivery Manager

Manage client relationships by delivering excellent service and make a lasting impact on our clients' businesses at Deloitte.

At Deloitte, our Service Delivery Managers are the tactical link between our clients and our organization. You will be the single point of contact, providing unmatched service and support throughout the support contract. We prioritize the continuous improvement process to enhance the efficiency and effectiveness of our services. Through systematic review, evaluation, and the implementation of improvement initiatives, we exceed customer expectations and achieve growth and progress.

What impact will you make?

As a Service Delivery Manager, you will play a crucial role in establishing and nurturing long-term client relationships. Acting as the vital link between our clients, delivery teams, suppliers, and service operational delivery teams, you will oversee governance across all areas of our Operate services. This includes service management, incident and change management, continual service improvement, automation opportunities, management reporting, relationship management, and customer satisfaction. Your dedication to achieving the highest level of operational service delivery will be essential.

Furthermore, for this vacancy as Service Delivery Manager you have:

• At least 7 years of relevant work experience in the field of managed services within an advisory and/or service organization;
• Expert knowledge in the field of service management, incident management and change management, continuous service improvements, and relationship management;
• Excellent knowledge in the field of Cloud or Data and AI or Oracle in general, familiar with the entire IT landscape, end to end;
• Experience building teams in an evolving environment;
• Working with multidisciplinary teams at home and abroad;
• The drive to build a team and grow it towards joint success;
• An excellent command of the Dutch and English language, spoken and written;

How do you do this?

• Lead client communications, ensuring exceptional service and performance
• Manage contracted service obligations and client contract modifications
• Drive continuous improvement through analysis, reporting, and service enhancement plans
• Proactively manage operational risks and escalate issues promptly
• Control financial parameters of managed service accounts
• Collaborate closely with delivery and operations leads to address operational challenges
• Contribute actively to delivery program discussions and release roadmaps
• Actively support in proposal development or other pre-sales project

Benefits

• You will receive a profit-sharing bonus on top of your fixed salary.
• Continue professional growth by joining our development program.
• A work-from-home office setup allowance to make sure you have everything you need for an ergonomically designed workstation, plus an internet allowance.
• Work part-time (32 hours a week) or full-time (40 hours a week).

What's in it for you?

• In addition to a competitive salary, a share in our profits
• Great growth opportunities, depending on your ambitions and performance
• A development program that helps you keep growing
• Flexible working hours and the opportunity to work from home
• 26 days of paid holiday annually, and the opportunity to purchase 15 additional holiday days annually
• The opportunity to take a month of unpaid leave once annually
• The possibility to go on sabbatical for at least 2 months
• A good mobility scheme: choice between a company car with a fuel pass for Europe or the Mobility+ option or a gross cash option with which you arrange all your own transport or a public transport annual subscription
• An iPhone, which is also for personal use
• A laptop with a 4G connection
• A good pension scheme
• An opportunity to take part in our collective health insurance scheme
• An opportunity to benefit from tax-efficient facilities, such as company fitness and a bicycle scheme