Senior Service Delivery Manager

About the Company

Getronics is a global ICT integrator with a long history that extends over 135 years, across various locations in the UK, Europe, Asia Pacific and Latin America. Getronics are the founders and leading member of the Global Workspace Alliance with a unique model provides customer with consistent IT services. Our vision is to reimagine the digital future one customer at a time.

We have an exciting opportunity for an Service Delivery Manager to join our team in The Netherlands!

About the Role

The Service Delivery Manager (SDM) ensures the seamless and high-quality delivery of IT services across Getronics' portfolio, with a primary focus on Cloud, Security, and Service Desk solutions.

This role is responsible for operational governance, SLA adherence, and customer satisfaction while optimizing service performance and financial efficiency.

The SDM will work closely with customers in the Netherlands, internal teams, and third-party providers to uphold service excellence and ensure contractual commitments are met.

Key Responsibilities:

Operational & Service Management

• Ensure SLA achievements and continuous improvement plans
• Act as a key escalation point for incident resolution and service performance issues
• Drive service reporting and analytics to track performance and identify areas of improvement
• Oversee contract scope adherence and formal change control processes
• Manage third-party vendors to ensure service consistency

Customer & Stakeholder Management

• Own service delivery governance and maintain strong relationships with internal and client stakeholders
• Ensure service quality contributes to customer satisfaction and retention
• Support account teams in identifying service optimization opportunities

Financial & Commercial Management

• Accountable for service billing, cost control, and financial forecasting
• Ensure services operate within budget while improving Gross Margin
• Provide input on service expansion opportunities in collaboration with commercial teams

Technical Advisory & Strategy

• Serve as a technical advisor on service-related topics, particularly Cloud (Azure, AWS, VMware), Security, and Digital Workplace
• Align service strategy with best practices (ITIL) and emerging technologies

Qualifications & Skills:

• Minimum 5 years of experience in IT Service Management, preferably in enterprise environments
• Strong background in Cloud (Azure, AWS, VMware) and Security services
• ITIL qualification preferred (Prince2, PMP certifications are a plus)
• Proven ability to manage SLAs, operational processes, and service governance
• Financial acumen, with experience in cost management and service billing
• Strong stakeholder management, negotiation, and problem-solving skills
• Experience managing service delivery in a matrix/global organization
• Fluent in Dutch and English (written and spoken)

If you feel confident in your ability to take on these responsibilities and meet most of the qualifications-whether that's 75% or even 90%-we strongly encourage you to apply! You don't need to meet every single requirement to be a strong candidate. What matters most is your eagerness to grow, learn, and take on new challenges, both professionally and personally.

Next Steps

Does this opportunity align with your career goals? If so, we'd love to hear from you! Please submit your CV along with your contact details. A brief message explaining your interest in this role and in joining Getronics would be greatly appreciated.

We also run an Employee Referral Programme, so if you know someone who would be an excellent fit, feel free to share the link to our careers page with them.

If you have any questions about this role, our company, or anything else, don't hesitate to reach out! Our Talent Acquisition team is available at .

At Getronics, we are committed to fostering an inclusive workplace where everyone has equal opportunities. We welcome applications from all individuals, regardless of age, disability, gender, sexual orientation, race, religion, belief, relationship status, or family situation.