Service Delivery Manager
Own the service relationship with operator clients, making sure our Managed Services consistently deliver on SLAs, operational excellence, and continuous improvement.
About the role
As Service Delivery Manager, you are the single point of accountability for the managed IPTV, OTT, and broadband services we run for our operator clients. You translate contractual commitments into day-to-day operational reality, steer a cross-functional team of NOC engineers and specialists, and make sure every client feels the value of Divitel’s service. You work closely with operator counterparts at operational and senior management level, and are the internal champion for service quality, continuous improvement, and commercial health of the account.
What you will do
- Own end-to-end service delivery for assigned operator clients, including SLA performance, service reviews, and incident communication
- Run structured service governance cadences: monthly operational reviews, quarterly business reviews, and executive steering
- Translate client needs into clear service improvement plans and coordinate their execution with NOC and engineering teams
- Act as escalation point for major incidents and problem management; drive post-incident reviews and structural fixes
- Own the operational commercials: contract adherence, change requests, scope control, and forecasting of additional work
- Monitor KPIs and produce transparent service reports that build trust with client stakeholders
- Collaborate with Sales and Account Management on renewals, upsell, and new-service introductions
What we are looking for
- 5+ years of experience in service delivery, service management, or technical account management within a managed services or telecom context
- Proven track record of managing SLAs, client governance, and continuous improvement programmes
- Strong understanding of IPTV, OTT, or broadband platforms and the operational challenges they bring
- Comfortable working with both technical teams and senior client stakeholders, including C-level
- ITIL v4 foundation (or higher) and practical experience with incident, problem, and change management
- Excellent written and verbal communication in English; Dutch is a plus
Nice to have
- Experience in a 24/7 NOC or mission-critical operations environment
- Familiarity with observability platforms such as MindRelay, Grafana, or similar
- Background in telecom, broadcast, or media technology
- Commercial acumen: experience managing contract scope, change requests, and account P&L signals
What we offer
- Competitive salary with performance-based bonus tied to client NPS and SLA delivery
- Hybrid working from our Apeldoorn HQ with flexibility for client visits across Europe
- Direct ownership of strategic operator relationships, with real influence on account outcomes
- Development budget for ITIL, ServiceNow, or leadership training
- Collaborative culture with deep technical expertise around you
- 25 vacation days, laptop, and travel allowance
Ready to apply?
Send your CV and a short motivation to our team. We respond within 5 business days.
Questions? Email careers@divitel.com
Not the right fit? Let's stay in touch.
Send an open application and we will reach out when the right opportunity arises.
Open Application