Service Delivery Manager

Description/Role Summary:
The Operations Partner Management team collaborates closely with internal stakeholders and external partners to ensure quality, efficiency, and sustainable service delivery.
Within Fulfillment, where this role is situated, the challenge is even greater.
The Fulfillment team is responsible for Fiber and Coax installations for residential and business customers. Today, we are in a phase you can rightfully call chaotic, demanding, and highly intense. Many processes are still being built, partners are undergoing transformation, and the day to day reality includes escalations, individual cases, and an urgent need for structural improvement.
Thats why we are looking for a hands on Service Delivery Manager who is not afraid to get their hands dirty — someone who uses insights from daily operational issues to build the foundations for a more stable, scalable, and quality driven Fulfillment ecosystem.

Responsibilities:
Hands on Operational Improvement
Investigate daily operational problems (Fiber & Coax)
Identify patterns across individual cases and translate them into structural improvements
Support colleagues by reducing firefighting load
Create breathing space in the team by structuring work and improving clarity

Process Definition & Implementation
Co design and improve processes — but more importantly:
ensure they actually work in the field
Challenge partners and internal teams on realistic execution
Implement quality improvements based on practical insights and escalations

Partner & Stakeholder Management
Collaborate intensively with external contractors;
Follow up on escalations with Telenet (e.g., Mediation, Fiber PM teams)
Engage in operational, tactical, and sometimes strategic discussions up to COO/CEO level
Take ownership of long running problem cases and drive them to resolution

Bridge Between Strategy & Operations
Maintain a helicopter view while being fully comfortable working through the details
Convert daily findings into strategic improvement initiatives
Act as a key link between processes, operations, partners, engineering, and customer impact

Must-have skills:
Minimum 5 years of relevant experience in service delivery, operations, change, or process implementation
Proven track record in hands on process implementation, not just design
Strong ability to bring structure into chaotic environments
Excellent cross functional collaboration skills
Technical affinity:
o Technical bachelor or master, or
o Equivalent experience
Understanding of telco installation flows (Fiber knowledge is a significant plus)
High stress tolerance and mature decision making
Strong communicator; able to influence and challenge stakeholders

Nice-to-have skills:
Experience with FttH installation processes and measurement workflows
Experience with escalation management
Change management experience
Dutch and/or French
Experience working with telecom contractors