Service Delivery Manager

Project overview

As a link between municipal colleagues and the Information Provision/ICT department, you ensure predictable and transparent service delivery.

Profile of the suited interim professional:

• Setting up and managing ITGC processes to maintain control over IV activities
• Reporting on process performance based on (partly yet to be established) SLAs and KPIs
• Holding discussions with suppliers about their SLA performance
• Coordinating with the contract management team about supplier agreements
• Sharing knowledge and brainstorming with colleagues about improvements to information processes
• Building and maintaining a relevant network inside and outside the organization
• Coordinating with external IT partners and suppliers so that the IT infrastructure aligns with the information needs
• Fulfilling a process management role such as change or incident management
• Completed education at a minimum HBO bachelor level
• Minimum 3 years of experience within the last 5 years in service delivery management
• Work experience in the last 3 years with setting up ITGC processes
• Experience in contract management and procurement processes
• Preferably work experience with establishing, monitoring, and reporting SLAs and KPIs in an ICT environment
• Preferably work experience with supplier management in an ICT environment
• Preferably work experience with contract management for ICT services
• Preferably work experience with analyzing IT services based on data
• Preferably work experience as an advisor or connecting link between the internal organization and the ICT/IV organization
• Preferably work experience with ICT procurement and tender processes
• Preferably work experience with IT service management including incident, change, and problem management
• Preferably work experience with establishing and improving IT management processes

Project details

• Start: flexible
• Location: Overijssel, Overijssel, Gelderland, NL
• Rate: 139-139 EUR/h
• Languages: Dutch