Vacancy
Service Delivery Manager
Building mission-critical IT. Together.
Yuma is on a growth journey. With ambitious plans to further strengthen our position in Mission Critical IT, we’re looking for a Service Delivery Manager who takes ownership, brings clarity, and keeps our services running at their very best.
In this role, you are responsible for the delivery, control and continuous improvement of our Managed and Cloud Services, in line with agreed SLAs. You safeguard the continuity and quality of mission-critical IT infrastructure such as Private Cloud (IaaS) and Public Cloud solutions (AWS, Azure).
With your customer-centric mindset and solid technical background, you ensure an excellent customer experience and long-term partnerships. You thrive on responsibility, value high customer satisfaction, and enjoy working closely with highly experienced engineers to keep improving and optimizing our services.
What you’ll do
You will act as the tactical point of contact for customers regarding service reliability, quality and escalations, ensuring strong internal alignment and coordination. Part of your responsibility is delivering clear and proactive service reporting to customers and internal stakeholders. Besides that, you'll
- Define, manage and safeguard agreements such as SLAs and DAPs (Agreements & Procedures)
- Proactively monitor service performance and intervene when needed – solicited or unsolicited
- Ensure that project impacts on existing services are clearly identified and translated into agreements
- Identify customer needs and translate them into (technical) solutions together with colleagues
- Initiate and drive continuous improvement plans
- Create and update capacity and service management reports
- Take ownership of quality and results
- Actively contribute to the further development of our service portfolio
What we’re looking for
You’re someone who combines structure with pragmatism and enjoys working in a dynamic IT environment.
- HBO / WO level of thinking and working
- Strong affinity with IT infrastructure
- At least 5 years of experience at a Managed Service Provider in a similar role
- Experience with reporting and service governance
- Strong consultancy skills; politically aware and analytical
- PRINCE2 certification is a plus
- ITIL v3 or ITIL4 certified
- 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
- Passion for technology and innovation
- Team player who can motivate, inspire and handle resistance
- Proactive, entrepreneurial and independent
- Customer- and service-oriented, pragmatic mindset
- Excellent command of Dutch and English, both spoken and written
What we offer
- A strategically important role at a leading Mission Critical IT provider, supported by expert teams in Cloud, Managed Services, Data & AI, Security and Infrastructure
- Competitive salary and strong benefits, including lease car or mobility allowance, laptop and phone
- An open, transparent and result-driven culture with high customer and employee satisfaction
- Plenty of room for growth, training and certifications
About Yuma
The future is Yuman
Yuma helps organizations with their digital transformation across digital strategy, IT architecture, application development, data, security, cloud and managed services. At Yuma, we believe that there is no digital transformation without human transformation. With over 600+ experts in the Benelux, we combine a human, people-centric approach, with a hands-on mentality and best-in-class expertise.
Our culture is build on four core values: responsible, empathic, clear and curious. You’ll notice this in the way we collaborate, with each other and with our clients and partners.
What are you waiting for?
Are you interested in this position and do you recognize yourself in the profile above? Please send your resume and a short motivation to paul.van.der.hilst@weareyuma.com. We look forward to learning more about you.