Service Delivery Manager

Dropsolid designs, builds, hosts, evolves, and creates your website & DXP with results. Equipped with a CMS, marketing automation, personalization, and even AI. Starting from a strong digital strategy with one goal in mind: the best digital experiences for your organization and your customers & stakeholders.

Our culture is as important as our code, and it’s reflected in our 6 core values: Trust, Connect, Help, Challenge, Grow and Enjoy. They're the foundation and heart of our company. Driven by an open culture, with a focus on long-term relationships and with a passion for customer intimacy, we always put our customers and their needs first.

We’re looking for a proactive and customer-focused Service Delivery Manager to act as the crucial link between our clients and internal teams. Leveraging your expertise in fostering strong customer relationships, you'll oversee the end-to-end delivery of projects, ensuring exceptional service and proactively identifying opportunities to enhance client satisfaction, growth, and innovation. You'll be bridging the gap between our clients and internal teams to guarantee seamless project execution and cultivate long-term partnerships.

Your responsibilities

• Serve as the primary point of contact between clients and our internal teams, maintaining strong, trust-based relationships.

• Monitor and manage project parameters such as scope, timing, budget, planning, and client expectations.

• You manage a portfolio with customers such as Lotus Biscoff, Acerta, Jan De Nul, …

• Deeply understand the digital business landscape of your clients and proactively propose tailored solutions that align with their strategic goals.

• Stay attuned to your clients’ evolving needs and collaborate with internal (strategic and technical) teams to deliver the most effective outcomes.

• Identify new business opportunities within existing accounts and recommend additional services to further support your clients’ digital ambitions.

• Ensure service levels are met, incidents are resolved effectively, and processes are continually improved.

• Lead, coach, and support your team, fostering a high-performance culture built on trust, ownership, and continuous improvement.

• Oversee team capacity planning and workload management, and skills development. You'll be supported here by the technical coach in your team.

• Promote collaboration, accountability, and knowledge-sharing across departments to ensure seamless service delivery.

• You actively contribute to the management, monitoring, and continuous improvement of our Information Security Management System (ISMS).

What we are looking fore

• Several years of experience as a client-facing Service Delivery Manager or Project Manager.

• Demonstrable experience in IT service delivery and project management within a technical environment, with a strong understanding of digital transformation concepts.

• An entrepreneurial mindset to think solution-oriented and advise the customer correctly.

• A getting-things-done mentality that focuses on quality solutions.

• Proven ability to manage client expectations and navigate challenging conversations.

• The right organizational skills to manage projects systematically and deliver them within budget together with your team.

• Strong communication skills with the ability to align expectations across internal teams and external stakeholders. Skilled in conflict resolution and de-escalation to maintain productive, collaborative relationships.

• Experience in leading and coaching technical or cross-functional teams.

• The knowledge and power to clearly brief and follow up your team in an agile way.

• Strong understanding of ITIL or similar service management frameworks (conceptual or practical) is a plus.

• Fluent in Dutch and English. 

What do you get in return?

• You will be working in a challenging, innovative company with a clear vision, focused on our 6 core values.

• You detect new opportunities in the market and you actively contribute to the growth of Dropsolid. Feel free to click through to view our success cases: https://dropsolid.com/nl/cases.

• All employees within Dropsolid are involved in the growth of Dropsolid and get the opportunity to contribute ideas and develop themselves.

• A monthly Thursday drink, fun team activities and a Quarterly team event. An interesting salary package with extralegal benefits, 12 ADV days and many growth opportunities.