About us

Our services are broad: from workplace management to Microsoft implementations, from security to support. Our clients don't view IT as a cost center, but as an enabler to achieve their organizational goals. And we help them achieve that. At Reliance, everything revolves around trust and entrepreneurship. We give that, and we get it back.

Your role

As a Service Delivery Manager, you'll monitor the quality and predictability of our services. You'll ensure that SLAs are met, processes are streamlined, and that customers know exactly what to expect. You'll be the tactical point of contact, the link between teams, and the person who brings calm when something goes wrong. You'll translate operational signals into improvement initiatives and ensure that our services continue to professionalize.

What you will do:

• Monitor SLAs, KPIs, and quality standards at both the operational and tactical levels.
• Design, improve, and monitor service processes, DAPs, OLAs, and work agreements.
• Analyze trends in service performance, incidents, and customer satisfaction and translate these into concrete improvement initiatives.
• Build strong customer relationships based on professionalism, transparency, and predictability.
• Act as the primary tactical point of contact for service-related questions and escalations.
• Resolve bottlenecks and create calm and clarity during incidents or disruptions.
• Collaborate with Account Executives, project management, consultancy, and engineers to identify opportunities, improvements, and optimizations.
• Advise on contract coverage, service utilization, invoicing, and performance development.
• Prepare clear reports for customers and internal stakeholders.
• Initiate process optimizations and quality improvements within Operational Services. Actively contribute to a culture of service, professional communication and predictable collaboration.

About you 

We're not simply looking for an "SLA manager," but someone who takes charge of the entire service delivery process. You'll read between the lines, instinctively sense a client's needs, and seamlessly transition between tactics, processes, and collaboration. You'll bring clarity when things get complex, stay on course when things get hectic, and ensure clients recognize Reliance's professionalism and predictability in everything they do.

• HBO werk- en denkniveau.
• Minimaal 5 jaar ervaring binnen IT-dienstverlening, bijvoorbeeld als Service Manager, Projectmanager of Accountmanager.
• Kennis van ITIL-processen en ervaring met service delivery en procesmanagement.
• Conceptuele kennis van Microsoft 365 en moderne werkplekoplossingen.
• Ervaring met SLA-beheer, contractmanagement en klantcommunicatie op tactisch niveau.
• Sterke communicatieve vaardigheden: je brengt helderheid, structuur en voorspelbaarheid in elke samenwerking.
• Analytisch en procesgericht: je ziet trends, herkent knelpunten en vertaalt deze naar concrete verbeteringen.
• Financieel bewust: je snapt marges, contractgebruik en rendement en stuurt daarop.
• Hospitality mindset: je werkt met aandacht, betrouwbaarheid en een professionele toon — altijd een stap verder dan de vraag.
• Eigenaarschap en zelfstandigheid: je neemt verantwoordelijkheid, ziet wat nodig is en komt proactief in beweging.

What we offer

• Salaris passend bij je senioriteit:

1. Service Delivery Manager: €4.500 – €6.500 bruto p/m
2. Senior Service Delivery Manager: €6.500 – €8.000 bruto p/m

• Laptop en telefoon om je werk goed te doen.
• Jaarlijks opleidingsbudget voor trainingen zoals ITIL, Lean, M365 of communicatietrainingen.
• Budget voor secundaire arbeidsvoorwaarden van €20 per maand via Alleo.
• Mobiliteitsvergoeding of leaseauto.
• Flexibel werken: op kantoor, bij de klant of thuis — daar waar jij het best tot je recht komt.
• Veel ruimte voor eigen initiatief, procesverbetering en zichtbare impact.
• Een organisatie waar autonomie de standaard is, en waar jouw professionaliteit echt verschil maakt.

Excited?

Ready to make our services even more consistent, personalized, and professional for our clients? Apply now or contact Mees Postma at talent@relianceit.com or +31 6 425 617 69.

Please note: acquisition in response to this vacancy is not appreciated.