Service Delivery Manager

Job Introduction

Serco is the preferred partner for European Institutions and International Organisations, offering ICT services and Contact Centre management across Europe. Our expertise extends from Information System support to consultancy under the government framework, supporting key entities such as the European Commission and Executive Agencies. As a leader in Service Integration and Management, we ensure seamless delivery of services across various platforms, embodying our commitment to excellence in every aspect of our work.

We are hiring a Service Delivery Manager for a bid in The Hague, Netherlands, and various locations around Europe.

Main Responsibilities

• Overall service coordination and governance
• Main interface with the client
• KPI/SLA monitoring and performance reporting
• Staffing, coverage and operational oversight
• Escalation management and service improvement
• Transition, handover and service continuity management

Knowledge and Skills

• Based in the Netherlands – onsite in The Hague daily (08:30–16:30)
• 5 years’ experience in a similar role, including 3 years leading a team
• Customer service focus: understanding business and user needs and delivering appropriate support and results
• Leadership skills to motivate and align Contractor Personnel to meet KPIs
• Strong organisational and task management skills
• Resourcefulness and attention to detail to coordinate and manage Nonstandard Service Requests
• Training skills to prepare new Contractor Personnel to deliver the expected Service Desk quality standards
• Ability to produce professional English reports and communications and build relationships with Europol staff, particularly within ICT teams
• Focus on continuous service improvement and innovation, identifying opportunities to enhance team performance and service delivery
• Critical thinking skills to assess situations, business needs and appropriate solutions
• Decision-making skills with the ability to act decisively and explain decisions
• Fluency in conversational and technical English (minimum C1), including knowledge of the international or NATO phonetic alphabet, as English is the official working language at Europol
• In-depth knowledge of ServiceNow, Windows 11 and the Office suite
• Sound knowledge of ICT equipment, including laptops, desktops, iPhones and iPads
• Advanced skills in Excel, Word, PowerPoint and service reporting, including report and document preparation
• Desirable knowledge of ICT monitoring tools, e.g. Nagios XI/Core, Splunk, Dynatrace and Grafana
• ITIL Foundation Certification

Security Clearance

Candidate must be eligible to undergo the process to receive a Security Clearance (EU Secret)

Package Description

• Joining Serco amazing team offers:
• Competitive Salary
• Great career opportunities
• Corporate Benefits Package
• International environment
• Possible hybrid work