Service Delivery Manager - 12 months - Brussels One of our important clients is currently looking for a Service Delivery Manager for a 12-month contract. Day rate is negotiable. Responsabilities : Manage relations with customers and suppliers from A to Z and, as a point of contact, be informed and consulted during the product/service development phase and/or from the moment they are used by the customer in the production environment with a view, on the one hand, to acting as SPOC, monitoring agreed SLAs and OLAs as well as financial expenditure and, on the other, to guaranteeing continuous improvement in service delivery. Area of responsibility - Service Level Management - Manage SLA/OLA from commissioning/operationalisation onwards - Act as SPOC/first point of contact/escalation - Ensure communication from A to Z internally and with the customer after commissioning (KPIs, SLAs, dashboard, etc.). dashboard, etc.) - Knowledge Management - Capacity Management - Financial Management - Continuous Improvement Requirements Knowledge and complexity - Bachelor's degree or equivalent through experience - 8-10 years' relevant professional experience - 6-month induction period - Very good knowledge of SLA management - In-depth knowledge of Service Management in the assigned domain - In-depth knowledge of ITIL /IT4IT Service Management - In-depth knowledge of the processes adopted internally and by the customer - Knowledge of service reviews and the preparation and interpretation of reports SLA/OLA - Knowledge of negotiation techniques - General knowledge of IT - Knowledge of the products (software) used in its field (of expertise) - Knowledge of standard and specific software - Knowledge of the organisation's internal (working) structure and procedures Languages Knowledge of French, Dutch and English (spoken and written)