Senior Service Delivery Manager

Service Delivery Manager – Partner Management

Start Date: ASAP

Duration: Until end of 2026

Work Regime: Full-time

Location: Mechelen office – predominantly on-site (fixed office days to be discussed)

Role Overview

The company is looking for an experienced Service Delivery Manager (SDM) with a strong focus on partner management , specifically for the strategic partnership with Unit T . In this role, you will act as the primary point of contact between the company’s service organization and Unit T’s operational teams.

You will be responsible for ensuring high-quality service delivery through strong governance, performance management, cost control, and continuous improvement within this partnership.

Key Responsibilities

• Act as the main interface between the company’s Service Management and Unit T teams (±160 technicians via partners/subcontractors).
• Set up, manage, and continuously improve service, financial, and contractual partner governance.
• Daily monitoring and management of SLA, KPI, and operational performance.
• Monitor, analyze, and report service delivery performance using data and dashboards.
• Control budgets, cost structures, and contractual commitments.
• Identify risks and issues, ensuring timely escalation and follow-up of actions.
• Drive continuous improvement initiatives and process optimizations.
• Translate data insights into concrete action plans and improvement initiatives.
• Prepare and lead service review and governance meetings.
• Ensure correct implementation and follow-up of deliverables within the Unit T vested agreement.

Requirements & Qualifications

• Master’s degree (Telecommunications, Engineering, Business Administration, or similar is a plus).
• Minimum 5 years of relevant experience in Service Delivery Management within partner-driven operations (e.g. telecom, utilities, or field operations).

Must-Have Skills

• Proven experience in SLA/KPI design, service delivery governance, and vendor/contract management.
• Strong financial and analytical skills (budget management, reporting, Power BI, Excel).
• Solid knowledge and practical application of ITIL/ITSM principles.
• Experience with continuous improvement and process optimization (Lean).
• Strong stakeholder management skills at all levels (from engineers to senior leadership).
• Proactive, hands-on, and autonomous working style.
• Fluent communication skills in English and Dutch .

Nice-to-Have Skills

• Experience with Fiber or OSP operations.
• Knowledge of vested partnerships and complex outsourcing models.
• Experience in operational governance within multi-partner ecosystems.
• Familiarity with telecom field operations KPIs (OTD, RFT, MTTR, appointment adherence, backlog management).