Delivery Manager

Project overview

Assignment Description

Background of the assignment

As a Delivery Manager, you will improve the service delivery of one or more assigned systems, services, or value streams within the Border & Migration sub-domain, part of the COC2-I&V department. You will ensure that services are delivered predictably, controlled, and continuously improved, acting as the connecting link between product owners, IT teams, suppliers, and the organization. You will work at the intersection of delivery management, ITSM, and supplier management.

From your role, you will translate the organization's needs into concrete and measurable agreements on service delivery, performance, and quality. You will work closely with the System Managers and Product Owners within the sub-domain, who are responsible for the substantive needs and frameworks of the service delivery. You will focus on the entire service delivery chain. The scope of your work includes all involved parties contributing to service delivery, working closely with internal teams, external suppliers, and other chain partners to ensure the quality, continuity, and predictability of service delivery.

Within these frameworks, you will manage the daily and tactical execution and ensure that agreements are met.

You will focus on creating grip and predictability within service delivery. You will do this by making performance transparent, actively managing risks and dependencies, and continuously striving for improvement.

Requirements eCF profile: Service Manager Reference Area: C.03 Service Delivery

This assignment is based on the European e-Competence Framework (e-CF). This is a European standard for describing IT competencies and the corresponding level of responsibility. The eCF profile indicates which competencies and at what level (e-1 to e-5) are expected from the candidate. We expect candidates to clearly demonstrate these competencies in their CV. This can be done by describing for each relevant assignment or position:

CVs in which the required eCF competencies are not demonstrably present cannot be fully assessed for suitability.

Candidate has at least 2 years of demonstrable work experience with the chosen eCF profile or a similar role.

Generic description of competence area and levels

Guarantees the delivery of services in accordance with established Service Level Agreements. Takes proactive action to ensure stable and secure applications and ICT infrastructure to prevent potential service disruptions, paying attention to capacity planning and information security. Updates the operational document library and logs all service incidents. Maintains monitoring and management tools (e.g., Scripts, procedures). Maintains IS services. Takes proactive measures.

Summary of tasks and mission

Plans, implements, and manages solutions for solutions. Manages the definition of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), contracts, and Key Performance Indicators (KPIs). Provides people management of staff monitoring, reporting, and fulfilling service activities. Takes mitigation measures in case of non-compliance with agreements.

• Managing the entire end-to-end service chain, connecting and directing internal teams, external suppliers, and other chain partners on coherence, quality, and predictability;
• Establishing, operationalizing, and monitoring service levels, KPIs, and other performance agreements;
• Actively managing suppliers by holding them accountable for performance, risks, dependencies, and improvement measures;
• Identifying risks, bottlenecks, and dependencies and translating these into clear reports and improvement proposals;
• Initiating and guiding improvement processes focused on quality, continuity, and efficiency of service delivery;
• Developing, implementing, and safeguarding a uniform delivery management method, including processes, roles, consultation structures, reports, and escalation lines;
• Coaching and guiding internal Delivery Managers and actively contributing to knowledge sharing and further professionalization of delivery management within the organization.
• the role the candidate fulfilled
• the tasks and responsibilities involved
• the extent to which these align with the required eCF competencies and level

Responsibilities

Requirements/Wishes

Candidate preferably has demonstrable work experience within the Ministry of Defence.

Additional information

Hybrid working: The frequency is an estimate, provided the work allows. Agreements regarding working from home are always made in consultation with the needs assessor. Frequency of days working from home: 3

On-call services: No

• Define Service Requirements
• Negotiate SLA / OLA
• Manage solution operation
• Ensure service delivery
• Maintain and contribute to the creation of the departmental budget
• Manage staff development

Project details

• Start: 2026-11-30T23:00:00
• Location: Utrecht, NL
• Languages: Dutch