Mission Critical Accounts | Service Delivery Manager

The Managed & Customized Services (MCS) division within Proximus NXT IT stands as the largest and most vital division for the success of our strategic customers and contracts. Consequently, we have established a clear and ambitious goal for ourselves:

“We amplify service quality and customer impact through innovation-led managed services, driving standardization, ensuring contract governance and delivering operational excellence with sustainable profitability.”

Job Purpose

For Mission Critical Accounts, we are looking for a Service Delivery Manager to support our Safe Cities & Mobility contracts and customers.

The Mission Critical Accounts (MCA) department designs, implements, operates and continuously improves customized value propositions for mission-critical Public Safety Services. This includes consortium-led Safe Cities & Mobility contracts covering ANPR (Automatic Number Plate Recognition) and video surveillance solutions for the Federal Police (FEDPOL) as well as regional and local public institutions. For these customers, consortia and contracts, we:

• translate complex customer needs into compelling proposals;
• ensure smooth implementations and integrations;
• sustain operational performance across customized managed services while safeguarding service quality and compliance;
• drive innovation and operational excellence.

As Service Delivery Manager, you ensure that contracted services meet customer needs and business objectives by managing quality, performance and budget alignment.

You deliver high-quality services in line with agreed SLAs, improve customer satisfaction and actively manage the contracted services P&L through effective cost control.

You lead service teams, monitor KPI performance, resolve escalated or persistent issues, manage budgets and resources, improve processes and build strong stakeholder and client relationships.

As the customer’s single point of contact, you understand their organisation, operating model and evolving needs. You adapt our ways of working to keep operational processes effective, ensure the customer feels understood and take end-to-end accountability for service quality.

The ideal candidate is an experienced ICT Service Delivery Manager with strong leadership skills and a solid understanding of mission-critical operations.

Your responsibilities

The Service Delivery Manager is expected to:

• create and maintain the customer-specific Service Delivery Plan, defining the operating model and how services are managed, integrated and delivered;
• deliver services that strengthen client satisfaction and generate positive customer feedback;
• streamline service processes and optimize resource use to improve cost-effectiveness and operational excellence;
• report regularly on service performance, KPIs and target adherence for management and stakeholders;
• understand the customer and contract context, ensuring service delivery remains aligned with customer business goals;
• oversee service delivery across contracts, practices and services, while managing the operational customer relationship;
• drive high-quality operational collaboration with clear communication, a customer-centric mindset and disciplined scope and budget management;
• own the operational customer relationship, building trust and identifying opportunities for future growth;
• manage escalations up to C-level;
• coordinate teams to resolve issues structurally, optimize processes and motivate operational teams;
• make decisions within agreed budget boundaries;
• anticipate future needs and scale services accordingly;
• take responsibility for service P&L and identify improvements and optimizations within the service scope;
• proactively explore service innovation and transformation opportunities.