Isabel NV is de belangrijkste aanbieder van internetbankieren voor professionele gebruikers in België. Grote bedrijven, KMO’s en overheidsinstellingen voeren jaarlijks 400 miljoen beveiligde transacties uit voor een waarde van 2.400 miljard euro.

Isabel is ook de drijvende kracht achter Zoomit, de gratis dienst in Internet Banking waarmee facturen met één muisklik snel en gemakkelijk beheerd en betaald worden. Jaarlijks worden meer dan 12 miljoen facturen en loonbrieven via Zoomit beheerd.

Service Delivery Manager

The goal of the Service Delivery Manager is to manage the overall delivery commitments to the customer. The focus of this role is on service quality, customer satisfaction, efficiency, effectiveness and improvement often working as part of a multi-disciplined and multi-organization team, 3rd party contractors, and, the support of peer organizations, to get the best results for your customer. The Service Delivery manager is expected to understand the absolute end-to-end composition of the delivered service.


Your role


As Service Delivery Manager, you will be responsible for the following tasks:


  • Ensure operational management of the service
  • Take-up initiatives for service improvement: Organize regular or ad-hoc initiatives for addressing service improvement activities with the Isabel teams.
  • Conduct regular review meetings with a both internal and external parties to review service execution
  • Ensure the Service Management Documentation is fit for purpose and understood by all stakeholders both internally and externally
  • Once agreed ensure targets are tracked, managed and reported upon on a regular (as agreed) basis
  • Follow up/coordinate the activities for small projects
  • to ensure that a consistent Release Management approach is being applied by controlling, aligning and quality assuring the Release and Change Management process so that the integrity of the services and products meet the business customer's needs and expectations


Your profile


  • You have a master’s degree or equivalent by experience
  • You have 5 to 7 years of experience in a similar function
  • You have a proven experience of operating in a service management environment preferably within the financial sector
  • An experience of ISO/IEC 20000 implementation and operation is a distinct advantage
  • You have experience of service management tools (specifically Service Now)
  • An experience of other toolsets, Jira, MS Dynamics CRM, SharePoint, Confluence is an advantage
  • You already have an experience of managing multi-skilled teams
  • You can show an in-depth understanding of formal Service Management frameworks ideally with Expert level certification.
  • You have an experience of developing SLAs and operational procedures in a commercial environment
  • You are able to communicate efficiently and effectively and liaise actively at all levels with your customers and colleagues
  • You have good understanding of how technology, process, tools and people combine together to provide effective customer focused solutions
  • You have good strategic planning and organizational skills
  • You are able to work under pressure and to deadlines, with a flexible and pragmatic approach
  • You have an excellent knowledge of French and good knowledge of Dutch and English


Why us ?


  • You will work for one of the units of the Isabel Group, the first & leading Fintech of Belgium (°1995). We are experts and know our stuff and we can rely on an eco-system of strategic partners to work with…
  • …and we look ahead and think about our customers’ future needs when developing new features and solutions
  • You will receive a competitive salary package accompanied by fringe benefits and a company car
  • You will receive 30 days of holidays and the possibility to work from home
  • It takes about 42 steps from Brussels Central Station to our front door
  • We have a team of volunteers who make it their mission to spoil us with game nights, banana pie, weekly fruit baskets, massages, monthly breakfast and much (much) more


Your application will be evaluated by the HR department of Isabel Group itself. For any additional feedback regarding your application, we kindly refer you to the Isabel Group HR department.


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