Brainbox Consulting BV aligning great talent with clients’ needs is at the core of who we are. We are passionate about our consultants, our clients, and our Partners. Our rich IT legacy combined with our unyielding care for our people and business is the driving force behind all we do, and we deliver! On this journey, we are looking for Service Delivery Manager(Infrastructure & Operations) who is also interested to take on a wide range of activities.

Key Responsibilities & Requirements:

• Own and manage end-to-end IT service delivery across Infrastructure & Operations
• 10–15 years of experience in ITIL-based service management & operations
• Define, implement, and govern the IT service catalogue aligned to business needs
• Lead L1 / L2 / L3 support teams with clear roles, SLAs, and escalation paths
• Design and optimize ServiceNow workflows (Incident, Problem, Change, Request, Knowledge)
• Ensure adherence to ITIL processes and best practices
• Drive service performance through SLAs, OLAs, KPIs, and Continuous Service Improvement (CSI)
• Act as the primary interface between delivery teams, customers, and stakeholders
• Manage service risks, availability, capacity, and operational readiness
• Support audits, compliance, and governance requirements
• Excellent stakeholder management and communication skills
• Strong analytical, problem-solving, and decision-making abilities

Must-Have

• ITIL‑based service management
• L1 / L2 / L3 support organizations
• ServiceNow & Infrastructure & Operations

Good-to-Have

• ITIL v3 / v4 certification
• Experience in managed services or AMS delivery models
• Exposure to cloud and hybrid infrastructure environments
• Experience driving service transformation or operational maturity programs