Service Delivery Manager

Description of your professional mission as a Service Delivery Manager (Platform Cluster & PCS)

Do you want to contribute to the operational maturity of a mission-critical platform for the port logistics chain? Within the Platform Cluster, we are looking for a Service Delivery Manager who bridges the gap between platform teams, service teams, operations, architecture, security, and management. You ensure that our platform services are delivered reliably, that incidents and changes are tightly orchestrated across PCS service teams, and that our ITSM practices mature step-by-step in line with the requirements of SOC2, Cyber-resilience legislation, NIS2, and the Wet Weerbare Kritieke Entiteiten (WWKE).

In this role, you look beyond process compliance. You drive towards operational outcomes: predictability, recoverability, transparency, change quality, service quality, and continuous improvement. Working from a product owner mindset (product thinking), you work on the further development of internal functions and services such as service catalog, change enablement, incident management, operational dashboards, runbooks, knowledge management, service reviews, and automation within ITSM.

• Directing internal operational Platform Cluster service delivery for services such as cloud infrastructure, networking, IAM, messaging, API gateway management, development services, and operations management so that our foundation is rock solid.

• Implementation of ITSM practices for all PCS service teams, including incident management, change enablement, problem management, request fulfilment, knowledge management, service level management, and configuration/service management with clear roles, escalation routes, decision-making, communication, post-incident reviews, and structural follow-up.

• Developing ITSM internal services and functions with a product thinking mindset: managing the backlog, prioritizing, gathering stakeholder needs, and realizing concrete improvements.

• Setting up service governance and reporting with a clear representation of service agreements, SLA/XLA/OLAs, status reports, risk overviews, and improvement plans from teams.

• Connecting platform and service teams so that logistics workflow teams can build on reliable, understandable, and well-supported platform capabilities.

• Making operations measurable for all PCS service teams with relevant indicators for availability, incident response, change quality, lead times, recurring disruptions, and improvement actions.

We are looking for you as a Service Delivery Manager if you can enrich us with

Key skills and experience to be successful in this position within Portbase:

• You have experience with service delivery, IT operations, ITSM, or platform operations in a complex digital environment.

• You understand that processes only have value if they lead to better outcomes for teams, customers, and users.

• You can bring structure without increasing bureaucracy.

• You switch easily between operational details, process improvement, and management communication.

• You are strong in stakeholder management and know how to connect technical teams, service teams, security, architecture, and management.

• You work in a data-driven and improvement-oriented manner: measuring, learning, improving, and ensuring.

• You have a product-oriented way of thinking and can develop internal services based on user needs, value, and priority.

This is what Portbase has to offer you as a Service Delivery Manager

• Salary every month; even twice at the end of the year.

• 26 vacation days; and the possibility to purchase more.

• Necessary tools and good secondary conditions; laptop, phone, travel allowance, good pension scheme, etc.

• PKEs (Portbase Knowledge Exchange); interactive knowledge sessions you will want to attend.

• Performance management; ownership over your own development—just as with your code, you are in control, we facilitate.

• A key role in the further professionalization of the Platform Cluster.

• The chance to shape ITSM not as administration, but as an operational operating system for a mission-critical platform.

• Plenty of room to build internal services, dashboards, working methods, and improvement mechanisms in a product-oriented way.

• Collaboration with platform engineers, service teams, architecture, security, reliability, and management.

• A role with direct impact on the reliability, continuity, and scalability of the PC.