IT Service Management Lead

other than SAP & Microsoft, internal, some experience, internal role

Did you think an implementation project is over after the go-live? Think again! Aftercare and support are just as important. At delaware, we have always set the bar high in ensuring continuity in our services by delivering structured assistance. That’s why one of our key priorities is to offer customers support after they've made the switch to a new system. 

To ensure the best customer experience, we have various tools (ticketing, routing, integration, …) that support our consultants. As delaware continues to grow rapidly in different continents, we’re constantly looking for ways to improve our service management processes. Is assisting & aligning such processes something that appeals to you? 

What will you be doing?

  • As an IT Service Management Lead, you’ll align service management processes and tools for all delaware entities worldwide. You constantly look for ways to sharpen the existing tools and processes. 

  • As an application responsible, you’ll train both delaware colleagues and customers in exactly how to use the tools efficiently. 

  • You are the main point of contact for changes in the tools and processes. You proactively question the need or relevance of certain change requests, and estimate whether internal processes should change too.  

  • You’ll closely collaborate with the vendors to understand their roadmap and implement change requests to improve the tools. 

  • Release management (upgrades & changes) is also one of your responsibilities. 

  • Maintaining the tools (Data quality, setup, master data,…) 

Just so you know, delaware has its offices in Ghent, Antwerp, Wavre, Kortrijk, Liège and Lummen. As an IT Service Management Lead, your home base will be the Kortrijk office, where you’ll find the other members of the IT team.  

more info about this job?

Contact Paula on LinkedIn

Paula Montes - Recruiter

Is there a match?

Now that you know what you’ll be doing on a daily basis, let’s see if your toolbox includes the skills that come in handy for this job: 

  • Do you have at least 3 years of experience working in a customer service environment? If you’ve gained experience working in a similar position and are looking to go beyond a mere operational role, this job as an IT Service Management Lead may be right up your alley.    

  • You already know the ins and outs of ticketing tools and ITIL best practices hold no secrets for you.  

  • Would you describe yourself as a strong professional with an analytical mind? Your critical thinking skills are of vital importance for us to reshape and streamline our service management process.  

  • Ready to speak up and take ownership? This is a unique function within delaware, so we’d love to hear about any opportunities to bring our service to the next level.  

  • How about your general IT skills? We don’t expect you to be an expert in specific systems, but a certain affinity with IT already goes a long way.  

  • Do you combine IT skills with excellent communication skills? You’re good at gauging the impact of changes in software and present your findings in a clear and appropriate way. 

  • You need to express yourself fluently in English. Dutch or French are nice extra assets. 

  • Do our company values appeal to you? We take care of our employees and customers, we are committed, enterprising and respectful, and we do everything based on a sense of positive team spirit. 


Let's meet up!

You can find out more about us on our website. You can get a sense of what it's like to work for us here, but we’re even nicer in real life! 

Click the Apply Now button below to join our team, hopefully we’ll get to meet each other soon! 



recruitment process

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