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Service Delivery Manager M/F

Job details

General information


Gfi is a worldwide IT group employing 14.000 consultants, generating a turnover of € 1.015M. The local affiliate Gfi BeLux employs 260 consultants and generates a turnover of over € 25M. We have local offices in Leuven, Gent, Brussels, Wavre and Leudelange (LU).
Gfi covers all phases of IT development and solutions lifecycles and focuses primarily on large organisations, governmental authorities and regional entities. As a solution provider and integrator Gfi combines people, technology, applications and information in order to make our customers business processes more flexible and efficient. Gfi focuses on digital and mobile technologies, on custom made developments as well as on packaged solutions, on large scale agile fixed price projects as well as on time & material services.

Reference number


Due date


Job details

Position title

Service Delivery Manager M/F



Term of contract

6 months+

Mission description


In the department Infrastructure Service Management, the IT Service delivery manager is the owner of IT services.

- He/she is the link between the clients business and the operational technical teams.
- He/she is managing the day to day for its services to improve the availability/performance, resolving incidents in case of escalation.

Mission Description

As IT Service Delivery Manager, you will be responsible for delivering services at agreed operational levels and implement them into our customer's processes.


Therefore you will:

• Develop Operational Level Agreements (OLA's) and budget agreements for your customers
• Track the defined Operational Level Agreement performance target for your customers and identify the missed targets, request service improvement actions, make sure action plans are made and followed up and raise issues to management
• Provide support and information to the Customer Relationship department (account managers)
• Provide support and information to the Program Management department (IT Project managers)
• Prepare reporting on Service Level Achievement for delivery to customers and management
• If needed, request resources to maintain the defined service level, ensure resolution of Service Incidents
• Collaborate with the Operational Change and Planning team to Manage Change, Service Level and Problem
• Initiate a problem team
• Contribute to the maintenance of the service catalog
• Participate in the definition of the Service Level management processes and implement them.


Technical skills

The mission requires the following skills and competencies:

  •  Languages : French – Dutch - English
  • Strong technical background in IT Infrastructure Operations (Storage, Data center, DB, SAP,  ...)
  • Experience in managing and negotiating Service Level Agreements

Methodological skills

• Good knowledge of IT infrastructure and planning & control
• Overall knowledge of ITIL methodology
• Service minded, stress resilient and you have strong negotiation skills
• Collaborate constructively with other people, you innovate and take initiatives
• Make decisions, on time and in complex situations

Required experience

Required relevant professional experience :
• 4-8 years for a confirmed profile


  • Preference for CDI

Extension likely


Target start date


Job location

Job location

Belgium, Brussels, Brussels


Brussels - Center - Sector:Energy/Utilities/Chemicals

Candidate criteria

Experience level

More than 5 years working experience

Free criteria

Required relevant professional experience :
• 4-8 years for a confirmed profile


  • French (B2- Independant User: upper intermediate)
  • English (B2- Independant User: upper intermediate)
  • Dutch (B2- Independant User: upper intermediate)