IT Service Delivery Manager

Join Keystone Solutions as an IT Service Delivery Manager consultant with a strong focus on Application Performance Management. In this consultancy mission, you will operate within a complex and business-critical IT environment at our client, acting as the end-to-end owner of service quality, performance, and continuous improvement. You will serve as the central point of contact between the business, internal IT teams, application teams, and external vendors, managing both operational service delivery and its structural improvement. You will ensure that agreed SLAs and OLAs are met, that applications remain high performing and available, and that risks, problems, and structural deficiencies are identified and addressed in a timely manner.

• →As a Keystone Solutions consultant, take end-to-end responsibility for the quality, performance, and continuous improvement of one or more IT services within a complex and business-critical IT environment.
• →Serve as the central point of contact between the business, internal IT teams, application teams, and external vendors, managing both operational service delivery and its structural improvement.
• →Ensure that agreed SLAs and OLAs are met.
• →Ensure that applications remain high performing and available.
• →Identify and address risks, problems, and structural deficiencies in a timely manner.

• ITIL V4 certification.
• Minimum 15 years IT experience, including minimum 5 years in strategic or tactical Service Management (management of external offshore teams, experience in large-scale IT organizations).
• Minimum 5 years experience in the public or semi-public sector.
• Minimum 5 years experience in the domain of Application Performance Management.
• Ability to communicate fluently in French, Dutch, and English with demonstrated capability to work in a 3-language environment, minimum B2 level.
• For this assignment, the client requires the contractor to agree to be present at the client office up to five days per week for the execution of the assignment. The required on-site presence may vary and will be communicated by the client to the contractor during the course of the assignment.

The extent to which the proposal demonstrates the required competencies and complies with the stated requirements will be taken into account during the evaluation. Proposals that demonstrate these competencies and requirements more clearly, comprehensively, and convincingly will receive a higher score. Where specific experience is requested, a greater amount of demonstrable relevant experience will result in a higher evaluation score.

• Relevant experience with monitoring, reporting, and performance management.
• Broad expertise with these 3 tools: ServiceNow, Jira, and Confluence.
• Relevant experience with the capability of building consensus across business and IT stakeholders.
• Scope and complexity of Service Management escalations: the candidate's demonstrated experience in managing Service Management escalations, taking into account the diversity of issues handled, the number and variety of stakeholders involved, the level of technical and organisational complexity, and the impact on business operations.

This is a consultancy mission delivered by Keystone Solutions. You will work primarily on site at the client, representing Keystone Solutions in daily interactions with business leaders, IT operations, application teams, and vendors. You will collaborate closely with client stakeholders while applying Keystone Solutions’ best practices, frameworks, and quality standards to drive measurable improvements in Application Performance Management and service delivery outcomes.

As a Keystone Solutions consultant, you will engage with diverse challenges across client environments, from stabilising critical applications and optimising SLAs and OLAs to orchestrating cross-team initiatives for structural service improvement. Each engagement offers exposure to new domains, stakeholders, and technologies, reinforcing your expertise in complex, mission-critical ecosystems.

Keystone Solutions accelerates your growth through expert coaching, curated learning paths in ITIL and APM practices, tool mastery across ServiceNow, Jira, and Confluence, and targeted knowledge sharing with seasoned consultants. You will benefit from certifications, community-of-practice sessions, and real-time feedback loops designed to elevate your impact at the client site.

Your career advances through varied client engagements, increasing responsibility, and visibility in high-impact contexts. Keystone Solutions provides a clear pathway to broaden your leadership in Service Management, expand your APM authority, and drive transformation initiatives that make a tangible difference to business performance.

Being a K-Stone means modeling excellence, ownership, collaboration, and integrity in every client interaction. You will bring these values to each project by ensuring transparent communication, proactive risk management, data-driven decision making, and consistent delivery on commitments, always aligned with client objectives and end-user experience.

This mission is ideal for a senior Service Delivery Manager who thrives at the intersection of operations and performance engineering. You will apply your APM expertise to improve availability, stability, and responsiveness of business-critical applications, implement process and tooling improvements across ServiceNow, Jira, and Confluence, and streamline escalations while building consensus among diverse business and IT stakeholders.

If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment, apply today at Keystone Solutions Career Portal.