We are looking for a candidate with a completed bachelor’s degree in IT, Business, or related field to join our IT department!

Do you have at least 7+ years of experience IT Service Management or Service Delivery roles, preferably in a regulated environment? Don’t hesitate to apply!

About the Role

We are looking for an experienced Senior Service Delivery Manager to take ownership of our IT service delivery across all domains—infrastructure, applications, and outsourced services. This is a pivotal role where you will define, implement, and continuously improve our service delivery framework, ensuring that our IT services meet the highest standards of reliability, performance, and customer satisfaction.

As the first Service Delivery Manager in our organization, you will have the unique opportunity to shape the future of IT service management, establish best practices, and build strong relationships with our top vendors. You will report to the Head of IT and work closely with business stakeholders, vendors, and internal teams to deliver seamless IT services that enable business success.

Your Impact

• Responsible for the following ITIL processes: Incident Management, Problem Management, Monitoring and Event Management.

• Drive vendor performance: Manage relationships and SLAs with our strategic vendors.

• Establish governance and reporting: Define KPIs, dashboards, and conduct regular service reviews.

• Drive service excellence: Ensure a proactive, customer-focused approach to IT service delivery.

Key Responsibilities

• Incident Management:
  - Own the process to ensure timely resolution of incidents and minimal business disruption.
  - Lead major incident reviews and drive continuous improvement.

• Problem Management:
  - Implement root cause analysis practices to prevent recurrence of major issues.
  - Track and report on problem resolution and trend analysis.

• Monitoring and Event Management:
  - Oversee monitoring and alerting processes to ensure early detection and response.
  - Drive automation and noise reduction initiatives.

• Vendor Management:
  - Manage performance of the strategic vendors, ensuring SLA compliance and value delivery.
  - Lead monthly service reviews and contract performance discussions.

• Service Governance & Reporting:
  - Define and maintain service delivery KPIs and dashboards.
  - Prepare monthly service performance reports.

• Continuous Improvement:
  - Identify opportunities to optimize processes, tools, and vendor performance.
  - Lead initiatives to enhance end-user experience and operational efficiency.

• Stakeholder Engagement:
  - Act as the primary point of contact for service delivery matters.
  - Build strong relationships with business units to understand needs and expectations.

Education / work and thinking level

• Bachelor’s degree in IT, Business, or related field.

• 7+ years of experience in IT Service Management or Service Delivery roles.

Experience and skills

• Strong understanding of ITIL processes (Incident, Problem, Event, Change).

• Proven experience in vendor management and SLA governance.

• Excellent communication and stakeholder management skills.

• ITIL v4 Foundation (required), ITIL Intermediate or Service Delivery Manager certification (preferred).

• Proactive, structured, and results-oriented.

• Comfortable defining and implementing new processes in a growing organization.

Why Join EP NL?

• Impact: Shape the future of IT service delivery in a dynamic, forward-looking organization.

• Growth: Opportunity to build, improve and lead service delivery practices.

• Collaboration: Work with a passionate IT leadership team and strategic vendors to deliver real business value.

What do we have to offer?

You will work in a dynamic and collegial environment that offers plenty of opportunities for personal and professional development. Besides the space to develop yourself, we also offer a comprehensive and attractive benefits package, including:

• A gross monthly salary of € 5,421 to max. € 7,190 gross per month. Scale depends on education and experience.

• Individual budget of 17%.

• Discounts on health insurance.

• A good pension scheme.

• Travel allowance.

 The place of employment is Middelburg.

More information?
If you would like more information about the position, please contact Erwin Sparreboom, Manager IT, 06-83496220.

Interested?
If you are interested in this vacancy, please send your motivation/cover letter together with your CV.