Service Delivery Manager

Join Keystone Solutions as a consultant to deliver high-impact Service Delivery Management at our client. In this consultancy mission, you will act as the pivotal link between the client and their strategic “High Profile” stakeholders with specific needs. You will be responsible for operational quality, continuity, and customer satisfaction for the services provided to the client. As the primary point of contact for all service provisioning or operational modifications, you will coordinate with internal and external stakeholders to meet the agreed Service Level Agreements (SLAs).

Keystone Solutions is hiring a Service Delivery Manager to join our consultancy team and execute a mission on-site with our client. In this role, you will serve as the pivotal link between our client and its high-profile, strategic customers with specific needs. As a Keystone Solutions consultant, you will be responsible for the operational quality, continuity, and customer satisfaction of the services our client delivers. You will be the primary point of contact for customers on all matters related to service provisioning or operational changes, coordinating with internal and external stakeholders to meet agreed Service Level Agreements (SLA's).

• →Coordination and service follow-up: Ensure compliance with agreed Service Level Agreements (SLAs) and make certain that operational performance (KPIs), such as lead times and quality, are achieved. Closely monitor changes on the network.
• →Client relations: Serve as the central point of contact for customers and build long-term relationships with them. This includes periodic consultations on the services provided and active management of expectations.
• →Supplier management: Coordinate with suppliers and external partners regarding service delivery and escalations.
• →Governance: Establish and implement sustainable governance. Act as the link between clients, the build team, and operational teams.
• →Process optimization: Analyze incidents, identify bottlenecks, and drive the implementation of improvements.
• →Reporting: Monitor performance and prepare periodic reports on the quality and performance of the services provided. Communicate these to both clients and internal management.
• →All responsibilities above will be carried out as a Keystone Solutions consultant, working closely with the client under our consultancy model.

• →Coordination and service follow-up: Ensure compliance with agreed SLA's and that operational performance (KPI), such as lead times and quality, are achieved. Closely monitor changes on the network.
• →Customer relations: Act as the central point of contact for customers and build long-term relationships with them, including periodic consultations on delivered services and active expectation management.
• →Supplier management: Coordinate service delivery and escalations with suppliers and external partners.
• →Governance: Establish and implement sustainable governance, creating the link between customers, the build team, and the client’s operational teams.
• →Process optimization: Analyze incidents, identify bottlenecks, and drive the implementation of improvements.
• →Reporting: Monitor performance and produce periodic reports on the quality and performance of delivered services, communicating these to both customers and internal management.

• At least 6 years of experience in IT Service Delivery Management in a public context, preferably within the federal administration.
• Experience with ITIL processes (an ITIL v3/v4 certification is an asset).
• Good knowledge of project methodologies (such as PRINCE2).
• Experience in stakeholder management at different levels, including customers and suppliers.
• Affinity with IT (networks).
• Strong organizational and planning skills, enabling you to maintain oversight and set priorities.
• Excellent negotiation and networking skills to communicate with clients clearly, diplomatically, and effectively.
• Ability to work with large amounts of data to spot trends and analyze structural problems.
• Ability to motivate and coach people, fostering a culture of continuous feedback.
• Fluent communication in Dutch and French; proficient in English as well.
• Immediate availability.
• These requirements will be exercised within Keystone Solutions’ consultancy framework while working on-site with the client.

• At least 6 years of experience in IT Service Delivery Management within a public-sector context, preferably within the federal administration.
• Experience with ITIL processes (an ITIL v3/v4 certification is an asset).
• Good knowledge of project methodologies such as PRINCE2.
• Experience in stakeholder management at different levels, including customers and suppliers.
• Affinity with IT (networks).
• Strong organizational and planning skills, enabling you to keep oversight and set priorities.
• Excellent negotiation and networking skills to communicate with customers clearly, diplomatically, and effectively.
• Ability to work with large data sets to spot trends and analyze structural issues.
• Ability to motivate and coach people, fostering a culture of continuous feedback.
• Fluency in Dutch and French, with a strong command of English.
• Immediate availability.

• Dutch: Active knowledge.
• English: Active knowledge.
• French: Active knowledge.

• Do you have at least six years of experience in IT Service Delivery Management within a government context, preferably the federal government?
• Do you have an affinity with IT (network)?

As a Keystone Solutions consultant, you will work on-site at the client, integrating with their teams while leveraging Keystone Solutions’ support, standards, and community. You will deliver the responsibilities outlined above under clear SLAs and governance, ensuring measurable value for the client.

As a Keystone Solutions consultant, you will work closely with the client’s teams, primarily on-site at the client location, to deliver the responsibilities listed above. You will represent Keystone Solutions’ standards of excellence while embedding yourself in the client environment to drive outcomes, align stakeholders, and ensure SLA and KPI commitments are consistently met.

Benefit from exposure to diverse challenges across projects and environments. This role allows you to apply service delivery and stakeholder management skills in complex, high-impact settings with strategic clients.

Joining Keystone Solutions means exposure to diverse challenges across multiple client engagements over time. While your initial mission focuses on service delivery management for our client’s high-profile customers, your consultancy career with us can include future projects that broaden your expertise in governance, supplier management, process optimization, and reporting in different sectors and environments.

Keystone Solutions supports your professional growth with mentoring, peer knowledge-sharing, and access to relevant certifications (such as ITIL and PRINCE2). You will continuously refine your capabilities in governance, supplier management, incident analysis, and data-driven reporting.

• Access to continuous learning paths and support for relevant certifications (e.g., ITIL v3/v4, PRINCE2).
• Mentoring, peer coaching, and structured knowledge sharing with seasoned consultants.
• Opportunities to deepen expertise in IT service management, network-centric environments, and data-driven performance analysis.

Grow your career rapidly through varied client engagements, increased responsibility, and opportunities to shape service excellence across multiple high-profile environments.

We map your ambitions to a clear consultancy growth path. From mission to mission, you will expand your leadership in stakeholder management, governance frameworks, and operational excellence—building a portfolio of impactful client outcomes that accelerates your career.

Being a K-Stone means bringing integrity, client focus, excellence, and collaboration to every engagement. You will embody these values when coordinating stakeholders, aligning on SLAs, optimizing processes, and driving transparent reporting.

This mission is ideal for a confirmed IT Service Delivery Manager with expert-level ITIL v3 and PRINCE2 experience who thrives on building governance, leading suppliers, analyzing operational data, and ensuring outstanding client satisfaction in complex networked environments.

If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment, apply today at Keystone Solutions Career Portal.

Being a K-Stone means living our core values on every project: ownership and reliability in meeting SLA's, craftsmanship in process and governance design, empathy and transparency with clients and suppliers, and a growth mindset that turns insights from data into continuous improvement. As a Keystone Solutions consultant, you bring these values to the client site every day.

• Do you have at least six years of experience in IT Service Delivery Management within a government context, preferably the federal government?
• Do you have an affinity with IT (networks)?

If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment, apply today at Keystone Solutions Career Portal.