Service Delivery Manager

What will you do?

As a Service Delivery Manager, you’ll take charge of customer relationships and after-sales support for customers during the operational phase of their journey with Sqills. Your primary responsibility is to ensure the services we provide meet the Key Performance Indicators KPIs set in the contract meet the agreed-upon standards and to drive daily operations within our Customer Centric Teams. You’ll play a key role in resolving issues, improving service quality, and managing customer needs with our solutions, all while ensuring smooth communication between internal teams and our customers.

What are the key responsibilities?

• Draft and manage Service Level Agreements (SLAs) with customers and make sure we meet the agreed service standards.

• Monitor service performance, report delivery metrics, and ensure we’re always meeting our contractual obligations.

• Act as the main point of contact for customer escalations, mediating between customers and internal teams, and providing clear incident reports when needed.

• Align customer needs and expectations with product updates, new features, and customer expectations.

• Oversee the "Run" phase during project implementation and ensure the smooth functioning of the customer-centric team.

• Ensure proper implementation and governance of services, especially those that are not yet part of the Sqills’ standard package.

• Work with both internal (up to C-level) and external stakeholders, ensuring clear communication and smooth operations, even during escalations.

Your skills

• Experience drafting and monitoring Service Level Agreements (SLAs).

• Proven ability to manage escalations and incidents effectively.

• Familiarity with project management principles to support governance and service implementation.

We are looking for someone with

• A Bachelor’s degree in Business, Management, IT Science, or a related field.

• 2–5 years of experience managing customer relationships and operations in a service delivery context.

• The ability to think analytically and conceptually;

• Experience with Jira and Confluence is a plus;

• A team player with strong organisational and problem-solving skills;

• Good communication skills in both Dutch and English.