Service Delivery Manager

Job Description About RMT Labs RMT Labs SA is a Luxembourg-based research and technology company building the future of hiring in Europe. We operate two complementary brands: Talent Quanta, a profitable recruitment and ICT-consulting business serving clients across Europe since 2022, and Skillbourg, an AI-powered talent platform born from that real-world recruitment intelligence. About the role As a Service Delivery Manager in our IT operations team, you will own the delivery of managed IT services for clients in Luxembourg. You will make sure we meet our SLAs, report clearly on performance and build strong, trusted relationships with client stakeholders. What you will do - Own the delivery of managed services against agreed SLAs and KPIs - Prepare monthly service reports and run service review meetings - Manage escalations and major incidents with technical teams - Drive continual service improvement plans - Manage service contracts, changes and budgets - Coordinate service desk, infrastructure and application teams What you bring - 7+ years of experience in IT service management, including service delivery roles - Strong knowledge of ITIL processes - Experience managing SLAs, reporting and service reviews - Strong client relationship and stakeholder management skills - Experience leading cross-functional technical teams - Comfortable working on site in Luxembourg part of the week Nice to have - ITIL 4 Managing Professional certification - Experience with ServiceNow reporting - Experience with public-sector or financial clients - Experience with service transition and onboarding of new clients Skills we're looking for Technical skills - IT Service Management - ITIL - ServiceNow - Service Transition - Onboarding Interpersonal skills - Stakeholder Management - Cross-Functional Collaboration - Resilience - Written Communication - Verbal Communication