Service Delivery Manager

Yuma is on a growth journey. With ambitious plans to further strengthen our position in Mission Critical IT, we’re looking for a Service Delivery Manager who takes ownership, brings clarity, and keeps our services running at their very best.

In this role, you are responsible for the delivery, control and continuous improvement of our Managed and Cloud Services, in line with agreed SLAs. You safeguard the continuity and quality of mission-critical IT infrastructure such as Private Cloud (IaaS ) and Public Cloud solutions (AWS, Azure).

What You’ll Do

You will act as the tactical point of contact for customers regarding service reliability, quality and escalations, ensuring strong internal alignment and coordination. Part of your responsibility is delivering clear and proactive service reporting to customers and internal stakeholders. Besides that, you'll

• Define, manage and safeguard agreements such as SLAs and DAPs (Agreements & Procedures)
• Proactively monitor service performance and intervene when needed – solicited or unsolicited
• Ensure that project impacts on existing services are clearly identified and translated into agreements
• Identify customer needs and translate them into (technical) solutions together with colleagues
• Initiate and drive continuous improvement plans
• Create and update capacity and service management reports
• Take ownership of quality and results
• Actively contribute to the further development of our service portfolio.

Who You Are

With your customer-centric mindset and solid technical background, you ensure an excellent customer experience and long-term partnerships. You thrive on responsibility, value high customer satisfaction, and enjoy working closely with highly experienced engineers to keep improving and optimizing our services. You’re someone who combines structure with pragmatism and enjoys working in a dynamic IT environment.

• Strong affinity with IT infrastructure
• Experience with reporting and service governance
• Strong consultancy skills; politically aware and analytical
• PRINCE2 certification is a plus
• ITIL v3 or ITIL4 certification is a plus
• Up-to-date knowledge of ICT technologies and processes
• Knowledge of information security (preferably ISO27001 / NEN7510)
• Strong communication skills
• Structured way of working, while keeping the big picture in view
• Passion for technology and innovation
• Team player who can motivate, inspire and handle resistance
• Proactive, entrepreneurial and independent
• Customer- and service-oriented, pragmatic mindset.

What You’ll Get From Us

A great team where you’re given the freedom to innovate. You’ll also collaborate with and gain insight into highly professional and impactful organizations. Yuma builds sustainable partnerships: with clients and with you.

You Can Also Expect

• An Competitive salary
• A strong pension plan
• A strategically important role at a leading Mission Critical IT provider, supported by expert teams in Cloud, Managed Services, Data & AI, Security and Infrastructure
• Mobility plan or lease car
• High-end laptop.

About Yuma

Yuma is an end-to-end digital transformation group in the Benelux. AI, data, and software development are key drivers of change, but we believe there is no digital transformation without human transformation. That’s why we combine a people-centric mindset with a hands-on approach and best-in-class expertise.

Our teams build smart, responsible solutions that solve real-world challenges and create meaningful impact: for organizations and the people behind them.

• HBO work/thinking level
• Excellent communication skills in Dutch and English
• Extensive experience selling infrastructure solutions, cloud services, and managed services is a must
• At least 5-10 years of experience in a similar role
• A solid network in the IT industry is definitely a plus
• Excellent sales skills in solution selling.