For a global customer in Brussels, we are searching for a freelance IT Service Delivery Manager responsible for providing strategic oversight and governance across a complex enterprise application and service landscape, acting as the key interface between IT and the business.
Responsibilities
- Own the end-to-end operational service management function across a diverse portfolio of 80–150 applications per Service Line, including both commercial off-the-shelf and custom-built solutions.
- Act as a trusted advisor to executive stakeholders, translating complex technical issues, risks, and opportunities into clear business-focused insights that support strategic decision-making.
- Manage multi-million-pound IT operational budgets, including financial planning, forecasting, cost optimisation, vendor expenditure management, and budget governance.
- Provide a holistic (“helicopter”) view of service performance across the application and infrastructure ecosystem, ensuring alignment between technology operations and business priorities.
- Lead all IT Service Management (ITSM) activities, ensuring effective management of Incidents, Problems, Changes, Requests, Service Levels, and Continual Service Improvement initiatives in accordance with ITIL best practices.
- Drive service excellence by proactively monitoring operational performance through dashboards, analytics, and KPI reporting, identifying trends and implementing improvements before business impact occurs.
- Act as the senior escalation point for critical service issues, major incidents, and operational risks, coordinating cross-functional teams to ensure rapid resolution and stakeholder confidence.
- Ensure compliance with regulatory, security, and governance requirements, including NIS regulations, cybersecurity standards, audit controls, and internal risk frameworks.
- Oversee supplier and third-party service provider performance, ensuring contractual obligations, service levels, and commercial commitments are consistently achieved.
- Partner with Architecture, Engineering, Security, and Business Leadership teams to ensure technology roadmaps support long-term business objectives.
- Develop and present executive-level reporting packs covering service performance, operational risks, financial status, compliance posture, and strategic improvement initiatives.
- Lead continual service improvement programmes that enhance service stability, customer satisfaction, operational efficiency, and overall business value.
Key Achievements
- Successfully managed large-scale application portfolios supporting multiple business functions and Lines of Service, ensuring high availability and operational resilience.
- Delivered significant operational efficiencies and cost savings through service optimisation, vendor management, and proactive budget control.
- Established strong relationships with executive leadership, enabling technology investments and operational priorities to be aligned with business strategy.
- Improved service performance through data-driven decision making, leveraging ServiceNow reporting, Power BI dashboards, and emerging AI-enabled analytics capabilities.
- Maintained service excellence within high-pressure, business-critical environments while ensuring compliance with security, risk, and regulatory requirements.
Profile
- 7+ years of experience operating within complex, high-stakes enterprise environments.
- Proven track record managing large-scale application and service portfolios.
- Strong background in ITSM and ITIL-led operational governance.
- Demonstrated ability to communicate effectively with C-suite and executive stakeholders, translating technical concepts into business outcomes.
- Experience managing significant IT operational budgets and driving value-focused technology investments.
Technical Skills (Highly Desired)
- IT Service Management (ITIL)
- Service Delivery Leadership
- Executive Stakeholder Management
- IT Budget Management & Financial Governance
- Application Portfolio Management
- Major Incident & Escalation Management
- ServiceNow
- Power BI & Service Analytics
- AI-Driven Reporting & Operational Insights
- Risk, Security & NIS Compliance
- Vendor & Supplier Management
- Operational Excellence
- Continual Service Improvement
- Enterprise Application Management
- Business Relationship Management
Additional Details
SENIORITY: 7 YEARS
START DATE: July
DURATION: 31st December
EXTENSION: Yes
CONTRACT: Freelance
LOCATION: Brussels
ONSITE POLICY: 2 days per week
HOURS PER WEEK: 40
LANGUAGES: Fluent English and Dutch/French (Dutch preferred)
INTERVIEW PROCESS: 1-2 stages