Service Delivery Manager | Yuma

About the role

Yuma is on a growth journey and seeks a Service Delivery Manager to take ownership, bring clarity, and ensure the reliability and quality of mission-critical IT services.

Responsibilities

• Act as the tactical point of contact for customers regarding service reliability, quality, and escalations.
• Ensure strong internal alignment and coordination.
• Deliver clear and proactive service reporting to customers and internal stakeholders.
• Define, manage, and safeguard agreements such as SLAs and DAPs.
• Proactively monitor service performance and intervene when needed.
• Identify project impacts on existing services and translate them into agreements.
• Identify customer needs and translate them into (technical) solutions.
• Initiate and drive continuous improvement plans.
• Create and update capacity and service management reports.
• Take ownership of quality and results.
• Contribute to the further development of the service portfolio.

Requirements

• Customer-centric mindset and solid technical background.
• Thrive on responsibility, value high customer satisfaction, and enjoy working closely with engineers.
• Combine structure with pragmatism and enjoy a dynamic IT environment.
• Strong affinity with IT infrastructure.
• Experience with reporting and service governance.
• Strong consultancy skills; politically aware and analytical.
• PRINCE2 certification is a plus.
• ITIL v3 or ITIL4 certification is a plus.
• Up-to-date knowledge of ICT technologies and processes.
• Knowledge of information security (preferably ISO27001 / NEN7510).
• Strong communication skills.
• Structured way of working, while keeping the big picture in view.
• Proactive, entrepreneurial, and independent mindset.
• Customer- and service-oriented, pragmatic mindset.

Qualifications

• Experienced in selling infrastructure solutions, cloud services, and managed services.
• At least 5-10 years of experience in a similar role.
• A solid network in the IT industry is a plus.
• Excellent sales skills in solution selling.

Skills

• Excellent communication skills in Dutch and English.

Benefits

• Competitive salary.
• Strong pension plan.
• Strategically important role at a leading Mission Critical IT provider.
• Mobility plan or lease car.
• High-end laptop.

Pay

Details TBA.

Schedule

Details TBA.