Job Title:  IT Services Delivery Manager

IT Service Delivery Manager

Introduction

OMRON is seeking a highly motivated IT Service Delivery Manager to join the OMCE IT department.

As IT Service Delivery Manager, you will be accountable for to overseeing the performance and quality of our outsourced IT services, including Service Desk, On-Site Support, and Data Center operations. The ideal candidate will have hands-on experience with ITIL practices and a solid understanding of ServiceNow, including some configuration capabilities. You will be the key liaison between the business and our external service providers, ensuring seamless service delivery and continuous improvement. Experience with a SAP Service Delivery or team lead function is desirable.

About OMRON

Omron Corporation (Omron) established in 1933, is a leading, innovative multinational with more than 28,000 employees in 44 countries. Omron is specialized in the development, production, distribution, marketing and sales of products and services in a variety of industries, including automation, electronic components and healthcare.
 
OMRON´s EMEA IT team is located at its European Headquarters in Hoofddorp, The Netherlands. A dedicated IT team supports different Omron businesses consisting of more than 40 entities and branches in Europe, The Middle East, and Africa.

As IT Service Delivery Manager, your responsibilities will be as below.

IT Supplier (Day to Day) Management

• Manage day-to-day delivery of outsourced IT services (Service Desk, On-Site Support, Data Center).
• Monitor the provider's adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Manage escalations from internal stakeholders and ensure the third-party provider resolves them promptly.
• Participate in change management, incident reviews, and service improvement plans.
• Conduct regular service reviews with providers and internal stakeholders.
• Support and configure ServiceNow workflows, reports, and dashboards as needed.
• Promote ITIL best practices across the organization

Internal IT service level & performance

• Review daily/weekly performance reports from the vendor to ensure compliance with contractual obligations.
• Analyze service performance metrics, downtime, incidents, and user feedback to identify trends or recurring issues.
• Provide periodic status reports to internal leadership summarizing vendor performance and service health.

IT Knowledge and developments

• Ensure that the Suppliers have up to date knowledge of Omron’s IT developments and technical standards in order to effectively react to –and anticipate on- business requirements.

Incident and Problem Management

• Oversee the resolution of critical incidents affecting SAP systems.
• Coordinate between the vendor, internal teams, and stakeholders to ensure quick resolution.
• Drive root cause analysis for recurring incidents and ensure corrective and preventive actions are implemented.

Change and Release Management

• Ensure smooth execution of SAP small enhancement change requests managed by the vendor.
• Review and coordinate change requests, verifying their alignment with organizational priorities and minimizing potential risks.
• Coordinate testing and deployment activities with internal teams and the vendor.

Stakeholder Communication

• Act as the bridge between internal stakeholders (e.g., IT teams, business units) and the vendor.
• Gather business requirements and ensure they are communicated effectively to the vendor.
• Provide transparency to stakeholders regarding the status of SAP-related activities.

Continuous Service Improvement & Project Management

• Identify opportunities to improve the quality, efficiency, or cost-effectiveness of outsourced SAP services.
• Drive innovation by encouraging the vendor to propose new tools, processes, or approaches.
• Benchmark the vendor’s performance against industry standards to ensure competitiveness.

Service Now

• Responsible for implementing configuration changes such as workflows, business rules, client scripts, UI policies, and catalog items in a controlled and compliant manner.
• Ensures all configuration changes are documented and follow the organization's change management process, including appropriate testing and approval procedures.
• Works closely with process owners and business analysts to understand requirements and deliver effective technical solutions.
• Ensures configurations are tested, validated, and do not negatively impact existing functionality or integrations.
• Maintains clear and accurate technical documentation for configured items and contributes to knowledge bases as needed.
• Ensures proper role-based access control (RBAC) and adheres to data protection and security standards when configuring the platform.

Required education, knowledge and experience

• Bachelor's or master's degree, Business Administration, IT or Engineering preferred.
• ITIL Foundation certification (required), higher-level ITIL certifications (preferred).
• 3-5 years’ experience in IT Service Management or related roles.
• Proven experience managing outsourced IT service providers.
• Familiarity with ServiceNow, including basic configuration.
• Strong understanding of ITIL processes (Incident, Request, Problem, Change, etc.).
• You excel as a communicator, possessing fluency in English language, other languages are a pre not a must.
• Excellent presentation & communication skills on different levels and with different stakeholders (internal management, peers and operations and externally with suppliers)
• Strong ownership, leadership to drive for results and change if needed.
• Problem solver short term if required, but with a longer term result oriented view to solve issues in a sustainable manner.
• Ability to work in cross functional and multi-cultural teams.
• Analytical & reporting skills.
• Ability to prioritize, accurate & disciplined.
• You can think along with customers and propose new solutions that can be integrated into their environment.
• You have exemplary organizational and interpersonal skills. You are able to manage both customers and colleagues perfectly.

What can OMRON offer you?

• International, inclusive, and flexible working environment.
• Opportunities to join trainings and courses for your personal and professional development.
• Competitive employment benefits package in accordance with market standards.
• 29 days of holidays per year for fulltime employment
• Commuting allowance or reimbursement of travel by public transport in line with the company policy.
• Working from home allowance.
• Laptop, company phone.
• Hybrid working and home office equipment to set up your home office space.
• Opportunity to join company health insurance and fitness programme.

Interested?

We look forward to receiving your motivation letter and your cv! Please click on apply!