IT Service Delivery Manager

Vanderlande’s baggage handling systems move 3.2 billion pieces of luggage around the world per year, in other words 8.8 million per day. Its systems are active in 600 airports including 17 of the world’s top 25. More than 20 million parcels (300 packages per second) are sorted by its systems every day. These have been installed for a variety of customers including the four largest parcel and postal companies in the world. In addition, 12 of Europe’s top 20 e-commerce companies and many distribution firms have confidence in Vanderlande’s efficient and reliable solutions.

The company focuses on the optimisation of its customers’ business processes and competitive positions. Through close cooperation, it strives for the improvement of their operational activities and the expansion of their logistical achievements. Vanderlande’s extensive portfolio of integrated solutions – innovative systems, intelligent software and life-cycle services – results in the realisation of fast, reliable and efficient automation technology.

Established in 1949, Vanderlande has more than 4,000 employees, all committed to moving its customers’ businesses forward at diverse locations on every continent. With a consistently increasing turnover of more than one billion euros, it has established a global reputation over the past six decades as a highly reliable partner for value-added automated material handling solutions.

Job Description:

Do you know how IT Service Management processes work? Do you value long-term business relationships and networks? Can you manage multiple priorities and work effectively under pressure? Then we are looking for you!

Your position

As a Service Delivery Manager, you will be responsible for managing the delivery of IT and Operational Technology (OT) services for a selection of our customers. You will work closely with the Service Contract Manager. In collaboration with potential onsite and remote teams (both 3rd party and Vanderlande support groups), you will ensure the delivery of day-to-day operations supporting the end-to-end life cycle of IT services for production and test systems, which are mission-critical for your customers. Other responsibilities include:

• Corrective support on (major) incidents, problems, and changes and manage the lifecycle of the IT Systems Develop and implement service delivery strategies, processes, and policies to enhance operational efficiency and customer satisfaction;
• Manage and monitor service levels to ensure compliance with customer expectations and company standards.
• Coordinate cross-functional teams, including IT, operations, and business units, to ensure the delivery of integrated solutions. Identify and mitigate risks associated with IT/OT service delivery, ensuring robust business continuity and disaster recovery plans;
• Provide technical guidance and mentorship to team members, fostering their professional growth and development;
• Ensure compliance with industry standards, regulations, and security protocols;
• Prepare and present regular reports on service delivery performance, issues, and improvements to senior management;
• Support sales in winning new projects.

What do we ask of you?

• Bachelor’s degree preferably in Information Technology, Computer Science, Engineering, or a related field;
• A minimum of 3 years of experience in IT/OT service delivery in business-critical IT environments (no IT workplace/office automation);
• Strong understanding of IT and OT systems, including hardware, software, networks, and security;
• Excellent leadership, communication, and interpersonal skills;
• Excellent English communication skills (written and verbal);
• Commercially aware, understand and able to manage risks, drive to identify and pursue opportunities.
• Knowledge of industry-specific regulations and standards (e.g., ISO, NIST, IEC);
• Certifications such as PMP, ITIL, or similar are desirable.
• Ability to travel around 20% (Current scope: Benelux mainly and UK and Nordics )

You will first be seconded for a year with the possibility of becoming permanently employed by our client. This gives you the opportunity to try out the work environment, culture, and the position before making a final commitment. This ensures that you can assess whether the position and the company are a good fit. Another advantage is that you can seamlessly transition after the secondment period without any additional application rounds.