We are looking for an
IT Service Delivery Manager
for a key client based in
Amsterdam ,
Netherlands . Act as L1 triage layer: assess incidents and route them to the right resolver groups Coordinate major incidents (M365/authentication outages, store-down events) end-to-end Run problem management to reduce recurring incidents Manage service desk and lifecycle vendors in a multi-supplier SIAM model, ensuring SLA compliance Maintain ServiceNow workflows, routing, reporting and dashboards Own M365 workplace support: Outlook, Teams, Intune, Entra ID and JML Manage the device lifecycle (Windows/Surface, mobile, iPad) and the asset register Support ~300 retail users across Europe (POS, connectivity, store peripherals) Ensure service continuity through carve-out, cutover and hypercare Report on SLA/KPI, aged tickets and CSAT through management dashboards Bachelor's degree
in IT, Computer Science, Information Systems or a related field 8+ years of experience
in IT service delivery or service desk management ITIL 4 Foundation certification
(mandatory); ITIL 4 Managing Professional is a plus Strong ITIL practice in incident, problem and change management Hands-on ServiceNow experience: workflows, routing, reporting and dashboard creation Proven vendor and SLA management experience, ideally integrating a managed service desk in a multi-supplier SIAM environment Solid expertise in end-user computing and Microsoft 365: Entra ID, Intune, Teams, Outlook, JML, device lifecycle management Experience supporting multi-site retail users and stores across Europe, including POS and store peripherals Nice to have : ServiceNow certifications, SIAM/COBIT, AIOps tools, Mimecast, Netskope, and knowledge of Cegid, Teamwork Commerce, Magento, SAP, SuccessFactors, Concur/Egencia, QlikSense/Domo Nice to have : Service delivery experience within premium fashion, apparel, or luxury retail sectors (e.g., comparable to Aesop, Burberry, Levi's). Dutch is a plus Amsterdam, Netherlands (Full Remote, with up to 1 day per month on-site if needed) Ready to take your career to the next level and join an international and dynamic environment?
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