IT Operations and Service Delivery Manager

Your Role in Our Story:

As IT Operations and Service Delivery Manager at ACT Group in Amsterdam, you are responsible for the stability, reliability, and continuous improvement of our IT services. You oversee daily IT operations, manage key processes and vendors, and ensure services meet business, regulatory, and security requirements. Through structured operations and best practices, you enable ACT Group’s global business to operate seamlessly.

Key Responsibilities:

IT Operations Management:You ensure the smooth daily operation of IT systems and applications, maintaining high availability and performance. You monitor service metrics, report on KPIs and SLAs, coach the IT Support Lead, and continuously improve the operating model. You also own disaster recovery planning and testing to safeguard business continuity.

Incident and Problem Management:You act as the escalation point for major incidents and lead coordinated responses to minimize business impact. You drive root cause analysis, enforce ITIL best practices, and use incident data to reduce recurring issues and improve service quality.

Process design and engineeringYou own and govern core operational IT processes, primarily Incident and Problem Management. You ensure clear process design, measurable KPIs, and compliance with internal policies, regulations, and security standards. You leverage Jira and Confluence to embed processes and maintain accurate documentation.

Third-Party ManagementYou manage outsourced service providers, ensuring delivery against contracts, SLAs, and KPIs, while maintaining strong and effective partnerships.

Stakeholder EngagementYou collaborate closely with IT leadership, Architecture, and Engineering teams to align operational delivery with IT strategy and to design resilient, always-on IT solutions.

Your Expertise:

• Proven experience in IT operations and service delivery management
• Hands-on experience managing major incidents, preferably in 24/7 environments
• Strong knowledge of ITIL processes (incident, problem, availability, service level management)
• Strong stakeholder management and communication skills
• Experience with ITSM tools, particularly Jira
• Broad IT background, with strong knowledge of Microsoft Azure

If you recognize yourself in this role and are ready to contribute to a fast-paced, international organization, we encourage you to apply.