Service Delivery Manager (m/f/d)

What the job is about: 
 
Are you a problem-solver with a passion for smooth operations and great service? At Sofico, we’re looking for a Service Delivery Manager to lead key projects, optimize processes, and build strong client relationships. You’ll coordinate between teams and clients to ensure high-quality service, efficient delivery, and long-term success.

Your responsibilities will be:

Post-Go-Live Support & Operations

• Establishes a smooth support and cooperation model with the customer post-Go-Live.
• Ensures setup and follow-up of cooperation tools (e.g., Service Desk, SharePoint).
• Defines and monitors key KPIs/SLAs as agreed in the contract.
• Leads regular operational meetings to review service quality and collaboration.

Coordination & Monitoring

• Manages critical issues and major change requests; escalates to Project Manager if needed.
• Supports team communication and follow-up with the customer.
• Monitors service quality, team performance, and addresses issues around capacity, reliability, and delivery.

Reporting & Invoicing

• Prepares SLA and contract-related reports for both internal and customer use.
• Reviews team input and generates monthly invoices for professional services.
• Tracks contract usage and supports the Account Manager with PO follow-up if needed.

What you bring:

You’re a natural organizer, skilled with tools like Excel, Jira, and MS Project, and able to juggle multiple tasks with precision. You bring strong attention to detail, solid admin skills, and the ability to manage complex situations with ease. Your communication is clear and effective, helping you build strong relationships across teams and stakeholders.

Requirements:

• Minimum 3+ years’ experience supporting medium to large ERP systems
• Familiar with Agile, Scrum, or other project methodologies
• Fluent in English and ideally Dutch
• Willing to travel

What we offer:

• A competitive salary, complemented by a company car with a charging card
• An interesting pension plan, and a collective bonus scheme.
• Flexible working hours and the option to work from home.
• A modern office in Houten (Utrecht) with charging points for electric vehicles.
• Growth opportunities through personalized learning and development plans, guided by a dedicated job coach.
• A fun team culture with regular team events like BBQs, after-work drinks, etc.

Why work at Sofico?

This is more than just a job—it’s a chance to be part of a company that values growth, innovation, and people. Whether you’re coordinating our fleet or helping to attract top talent, you’ll make a meaningful impact every day.