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Service Delivery Manager (m/f/d)
Contract
Luxembourg, Luxembourg
16.02.2026
We are currently looking for a Service Delivery Manager to work at our client, an EU Institution.
Responsibilities
Requirements
Responsibilities
- Organization, implementation and maintenance of Information System support
- Acts as formal FWC interface for communication at management level
- Ensure compliance of the provided services with applicable legal and security policies
- Coordination of support teams
- Coordination of systems installation, configuration and administration
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
- Ensuring that systems, procedures, and methodologies are in place to support service delivery
- Developing a deep understanding of projects to gain insights into the scope of service delivery
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Analysing third-party as well as internal processes, and creating strategies for service delivery optimization
- Providing accurate and regular reports to the management on performance of the service delivery
- Structure and management of user trainings
- Participation in user, service and project meetings
Requirements
- Minimum 3 years of IT experience in service delivery management (in the case of university degree), or minimum 6 years of IT experience in service delivery management
- Minimum 3 years of experience with Information Systems studies, development, training, technical documentation writing and / or support
- Minimum 1 year of practical experience with quality procedures.
- Proven knowledge in end user assistance or support of Information Systems
- Excellent knowledge of ITIL, including ITIL 4 Specialist certificate
- Good IT skills
- Excellent communication/writing skills
- Experience in reporting
- Ability to give presentations
- Ability to participate in multi-lingual meetings, good communication skills
- Leadership skills
- Capability of working in team
- Fluent English and level B1 in French.