Job Title: Service delivery manager
Language: Dutch and English
Location: Mechelen, Belgium
Duration: March 2026- 6 months with possible of extension
Job Description:
Policies, Procedures en Infrastructure:
* Responsible for establishing, improving and maintaining problem & incident management related processes, policies and infrastructure (including monitoring and management tools).
* Monitoring and maintaining contacts with our external partners and suppliers in the event of incidents (tactical and operational).
* Prepare monthly SLA ratification & Post-incident reporting of high quality for all reported incidents
* Supporting management in business continuity management
Major Incident - en Problem Management:
* End-to-end management of failures and incidents, and recovery of the impact and services within SLA expectations. (incl Post-Incident Mgmt Report communication)
* Acting as a SPOC for the various stakeholders (internal, suppliers and third parties).
* Directing all actions taken within Incident Management.
* Opstellen en bewaken van Lifecycle mgmt/Changes/verbeteringen op basis van Post-Incident-Mgmt Reporting (Root-Cause Analysis) en business stakeholders (incl. PMO)
IT risk en controls:
* Drafting and managing the IT & Security controls framework in consultation with the client group structure.
* Point of contact for IT Risk and Controls management and related testing/reporting (int. and external audit).
* Setting out action points and improvements in the various product teams related to R&C items.
* You will report to the chapter lead Quality Assurance & Technologies (QA&T) and, together with the TECH BE management team, take care of all IT-related initiatives and services that support Eneco Belgium
Prerequisites
* You are in possession of a Master's degree in work-thinking level, supplemented with a minimum of 6 years of relevant work experience.
* You have a thorough knowledge of Incident and Problem management and configuration of frameworks such as ITIL vx. You have experience with Incident Management and incident call/bridge handling.
* You also have knowledge of IT Risk and Controls framework. Specific knowledge of IT R&C in the context of JSOX and knowledge of (Cyber) Security framework such as NIST is an additional asset.
* You easily maintain a helicopter view and are able to multitask to handle parallel critical incidents.
* You have excellent tactical and coordinating communication skills, both internally and externally and cross-functionally (stakeholder management and management external partners and suppliers).
* You are a Service Manager with an eye on quality. In addition, you are stress-resistant and function excellently in crisis situations.
* Fluent Dutch