Senior Infrastructure Service Delivery Lead
The role
As a Senior Infrastructure Service Delivery Lead, you will own the end-to-end delivery of complex IT infrastructure managed services for strategic clients. You will act as the primary client interface for service performance, lead a team of infrastructure professionals, drive service transformation and automation initiatives, and ensure full compliance with contractual obligations. You will also drive the adoption of AI-first delivery practices, embedding AI, GenAI, AIOps, and intelligent automation into service operations to enhance efficiency, service quality, and user experience.
You will be accountable for SLA performance, financial outcomes, and long-term client satisfaction across multi-technology infrastructure environments spanning cloud, data centre, network, and digital workplace.
Key responsibilities
- Own end-to-end delivery of IT infrastructure managed services: data centre, cloud, network, and end-user computing.
- Act as the primary stakeholder interface for service performance, escalations, and strategic reviews with client CxOs.
- Manage and develop a team of infrastructure service specialists, fostering a culture of accountability and continuous improvement.
- Define, monitor, and enforce SLA/OLA compliance across all infrastructure service towers.
- Lead regular service reviews, prepare executive reports, and present service performance and improvement roadmaps.
- Drive service transformation initiatives: cloud adoption, automation, and AIOps integration.
- Oversee incident, problem, and change management processes, ensuring ITIL best practices are embedded.
- Manage service delivery financials: budgeting, cost-to-serve modelling, and value-leakage identification.
- Lead vendor and third-party service provider governance, escalation management, and performance reviews.
- Define and implement Continuous Service Improvement Plans (CSI) based on client feedback and performance analytics.
- Contribute to new business pursuits: pre-sales support, solution design, and contract negotiations.
- Ensure compliance with security policies and regulatory requirements (DORA, NIS2) and audit obligations.
Who We Are
Your Profile
Language Requirements
- Fluency in English and fluency in French and/or Dutch is required.
- Ability to work effectively in an international and multicultural environment.
Required Skills
- Extensive experience managing IT infrastructure managed services in multi-technology environments.
- Deep knowledge of ITIL 4 service management frameworks and ITSM tooling (ServiceNow) in a managed services context.
- Strong understanding of cloud infrastructure (AWS, Azure, GCP), data centre operations, and networking.
- Proven ability to manage client relationships at CxO level and deliver executive-level reporting.
- Financial management skills: budgeting, cost-to-serve modelling, and P&L awareness.
- Leadership experience managing distributed, cross-functional infrastructure teams.
- Excellent problem-solving and escalation management skills under pressure.
- Experience with vendor governance and third-party service provider management.
Preferred Skills
- Experience with AIOps platforms (Dynatrace, Datadog, New Relic) for predictive service management.
- Knowledge of FinOps and cloud cost governance in managed services contracts.
- Familiarity with automation and orchestration tools for service operations (Ansible, ServiceNow Flow Designer).
- Experience in large-scale infrastructure outsourcing or managed service transitions.
- Background in digital transformation programmes combining infrastructure modernisation , AI adoption, and service delivery.
Relevant Certifications
- ITIL 4 Managing Professional or Strategic Leader.
- Industry-recognized certification in cloud architecture, cloud administration, cloud operations.
- AI Leadership or Generative AI Leadership certification.
- PMP (Project Management Professional) or PRINCE2 Practitioner.
- ServiceNow Certified Implementation Specialist (ITSM).
- ISO 20000 IT Service Management Lead Auditor / Implementer.
Additional Requirements
- Candidates must be citizens of a NATO member country.
- Candidates must be eligible to work in Belgium.
Our offer
- 13th month + holiday allowance: Ensuring financial stability and recognition for your hard work.
- 20 + 12 holidays: Providing ample time to recharge and spend quality moments with loved ones.
- Laptop and smartphone: Equipping you with the necessary tools to excel in your role, regardless of location.
- Hospitalization insurance and extensive group insurance package: Prioritizing your health and well-being, so you can focus on what matters most.
- Extensive level of flexibility: Allowing you to decide
- Bonus program: Recognizing and rewarding your exceptional contributions to the team's success.
- Training & learning opportunities: Encouraging continuous growth and skill development to reach your full potential.
- Green mobility program: Supporting environmentally friendly commuting options like e-bikes, public transport, bike 2 work allowance, and more.
- Flexrewards: Empowering you to customize your rewards package with our flexible benefits tool to suit your individual needs.
- Discount program: Offering discounts at your favorite online shops, so you can enjoy life outside of work.
- Employee shares purchase plan: Providing an opportunity to become a stakeholder in the company's success.
- Eco-cheques: Promoting sustainable living and environmentally conscious choices.
- And many more!
Brussels
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