Job Title: Service Delivery Manager Location: Mechelen, Belgium Duration: April 2026-end of this year with option to extendMode of work: 5 days onsite per week Languages: Dutch and/or FrenchJob Description - Roles and ResponsibilitiesThe Operations Partner Management team collaborates closely with internal stakeholders and external partners to ensure quality, efficiency, and sustainable service delivery.Within Fulfilment, where this role is situated, the challenge is even greater.The Fulfilment 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.That’s 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 Fulfilment ecosystem.Responsibilities:Hands‑on Operational ImprovementInvestigate daily operational problems (Fiber & Coax)Identify patterns across individual cases and translate them into structural improvementsSupport colleagues by reducing firefighting loadCreate breathing space in the team by structuring work and improving clarityProcess Definition & ImplementationCo‑design and improve processes — but more importantly:ensure they actually work in the fieldChallenge partners and internal teams on realistic executionImplement quality improvements based on practical insights and escalationsPartner & Stakeholder ManagementCollaborate 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 levelTake ownership of long‑running problem cases and drive them to resolutionBridge Between Strategy & OperationsMaintain a helicopter view while being fully comfortable working through the detailsConvert daily findings into strategic improvement initiativesAct as a key link between processes, operations, partners, engineering, and customer impactMust-have skills:Minimum 5 years of relevant experience in service delivery, operations, change, or process implementationProven track record in hands‑on process implementation, not just designStrong ability to bring structure into chaotic environmentsExcellent cross‑functional collaboration skillsTechnical affinity:Technical bachelor or master, orEquivalent experienceUnderstanding of telco installation flows (Fiber knowledge is a significant plus)High stress tolerance and mature decision‑makingStrong communicator; able to influence and challenge stakeholdersNice-to-have skills:Experience working with telecom contractorsExperience with FttH installation processes and measurement workflowsExperience with escalation managementChange management experienceDutch and/or French