Service Delivery Manager

Career Opportunities:
Service Delivery Manager (17418)

Do you enjoy improving IT services and driving process excellence? Are you passionate about IT Service Management and motivated by delivering reliable, high-quality services across an international organization? Do you like working at the intersection of people, processes, and technology? If this sounds like you, we would love to hear from you!

We are expanding our IT Infrastructure team and are looking for a:

In this role, you will be responsible for governing and improving our IT Service Management framework across Europe. You will own our ITSM platform (Xurrent), drive ITIL process maturity, and ensure services are delivered in line with agreed standards and business expectations. Working closely with IT teams, business stakeholders, and external partners, you will help shape and improve service delivery across the organization.

Own and continuously improve ITIL processes, including Incident, Change, Problem, Asset, and Service Level Management.

Act as the functional owner of the Xurrent ITSM platform, ensuring it supports business needs and governance standards.

Monitor service performance through SLAs, KPIs, and reporting, driving continuous improvement initiatives.

Support and coordinate IT service delivery activities across Europe.

Lead major incident management and contribute to service quality improvements.

Support the introduction of new services into operations and ensure alignment with ITSM processes.

Promote ITSM best practices and provide guidance and training to IT teams and stakeholders.

Support ITGC and SOX compliance requirements through well-governed ITSM processes.

We are looking for a proactive professional who combines strong service management expertise with excellent stakeholder skills. Ideally, you bring:

A Bachelor's degree in IT, Information Systems, or a related field, or equivalent experience.

3–5 years of experience in IT Service Management, Service Delivery Management, or a similar role.

Strong knowledge of ITIL processes and best practices.

Experience with Xurrent (preferred) or a comparable ITSM platform.

Strong analytical, problem-solving, and communication skills.

The ability to build relationships and work effectively with stakeholders across different countries and cultures.

A proactive mindset and a passion for continuous improvement.

At Refresco, we believe that your work should be rewarding, both professionally and personally. That’s why we offer you:

• Competitive pay with eligibility for an annual bonus
• No personal pension contribution – your pension is fully paid by Refresco
• 28 days of holiday (based on full-time employment) to recharge and enjoy your time off
• Continuous opportunities to develop yourself, with access to tailored courses, interactive e-learnings,
• Free access to Open Up for you and your family members, supporting mental well-being and personal development
• A modern office nearby the vibrant city of Rotterdam
• Fun and connection through regular events organized by our enthusiastic Fun Committee
• Opportunities for professional development and training to help you grow in your career
• An NS Business Card or commuting allowance, making your journey to the office more convenient
• Memorable moments together, from our weekly shared Thursday lunches to annual events like Wellbeing Week, the Christmas dinner, and our Holding trip.
• A culture shaped by our core values: entrepreneurial, passionate, agile, responsible and excellent.

Are you interested in this open position, feel free to send your application!

To ensure a fair and thorough selection, an assessment may be conducted as part of the recruitment process.

In case of any questions with regards to the position, you may reach out to Yasimin Harput (Corporate Recruiter Group/HQ)

Important to know:
We are currently unable to offer relocation support for this position. Candidates must be based locally in The Netherlands.