IT Service Delivery Manager
About Mixvoip
We are Mixvoip, a Luxembourg-based telecom and IT services company providing Cloud Telephony, Connectivity, Cybersecurity, and Managed IT Services.
More than 5,000 customers rely on us, including SMEs, municipalities, public institutions, healthcare organizations, and care providers.
We believe good IT service is not only about solving technical problems. It is about reliability, ownership, communication, and making sure that what has been promised is actually delivered.
That’s where you come in.
About the role
You will join Mixvoip’s IT Services team and take an important role in the delivery and continuous improvement of our managed IT services.
As IT Service Delivery Manager, you will be one of the key links between our customers, technical teams, sales team, and management.
You will manage customer relationships, service quality, SLAs, reporting, escalations, transitions, and continuous improvement.
You will also contribute during the presales phase of managed IT opportunities by helping define service scope, responsibilities, SLAs, risks, and transition requirements. Your role is to make sure that what we propose to a customer can actually be delivered successfully.
This is not a purely administrative role. You need enough technical understanding to follow discussions around infrastructure, systems, networks, cloud, and security, ask the right questions, and challenge assumptions when necessary.
Key responsibilities
- Act as the main service delivery contact for a portfolio of managed IT customers
- Build strong relationships with customer management and IT stakeholders
- Lead regular service reviews and steering meetings
- Monitor SLAs, ticket volumes, backlog, recurring incidents, and service performance
- Produce clear service reports and provide customers with visibility into their IT services
- Ensure delivered services remain aligned with contractual scope and commitments
- Identify scope drift, risks, and service issues and coordinate corrective actions
- Act as a customer-facing escalation point during major incidents
- Coordinate customer communication during degraded service situations
- Drive continuous improvement across processes, documentation, and service quality
- Plan and coordinate customer onboarding and IT environment transitions
- Coordinate knowledge transfer with outgoing providers, internal teams, and third parties
- Support infrastructure and IT improvement projects for managed customers
- Help technical teams prioritize work based on customer impact, risk, and commitments
Presales and service design
- Participate in customer discovery meetings alongside sales and technical teams
- Help define service scope, responsibilities, SLAs, governance, and transition plans
- Identify operational risks, assumptions, dependencies, and prerequisites before commitments are made
- Validate that proposed services are operationally realistic
- Contribute to tenders, RFPs, service proposals, and customer presentations
- Ensure a clean handover from presales to onboarding and service delivery
What do we need from you?
- At least 5 years of experience in IT service delivery, managed services, IT outsourcing, or a similar customer-facing IT operations role
- Solid understanding of IT infrastructure, systems, networks, cloud services, security, and workplace technologies
- Good knowledge of ITIL principles and IT service management processes
- Experience working with ITSM platforms, SLAs, priorities, escalations, and service reporting
- Experience working directly with customer management and senior stakeholders
- Ability to understand customer requirements and translate them into a practical service model
- Strong organizational skills and the ability to manage multiple customers and priorities
- Confidence handling escalations, contractual boundaries, and difficult conversations
- Ability to challenge unrealistic requirements or commitments
- Strong documentation and reporting habits
- A strong service mindset and sense of ownership
- Professional proficiency in German, French, and English
What would make you stand out?
- ITIL 4 certification
- Professional proficiency in Luxembourgish
- Experience with managed IT presales, tenders, or RFPs
- Experience defining SLAs, service models, governance, or transition plans
- Experience taking over IT environments from another service provider
- Experience with municipalities, public institutions, healthcare, or regulated environments
- Understanding of managed services profitability, scope, effort, and risk
- Familiarity with Microsoft 365, Active Directory, Entra ID, networking, firewalls, virtualization, backup, and cybersecurity
Why Mixvoip?
You will be involved throughout the customer lifecycle: from early discussions and service design, through onboarding and transition, to ongoing service governance and continuous improvement.
You will work closely with experienced technical teams while maintaining direct relationships with customer management and our sales organization.
Because we develop and operate many of our services ourselves, you are close to the people who can actually improve the products, tools, and processes behind the service.
You will work with a varied portfolio of customers and have a visible impact on how our IT services are designed, delivered, and experienced.
A new way to apply: Join Mixvoip’s success story
We invite you to record a brief video with your smartphone.
Tell us why this role interests you, what good IT service delivery means to you, or how you would make sure that what is promised during presales can actually be delivered in operations.
Please attach your CV in PDF format too.
Instead of a conventional motivational letter, we would also like you to use an AI tool of your choice. We are less interested in the perfect letter than in seeing how you think, structure information, and work with new tools.
PS: Want to know who you’ll be working with? Meet me, Antoine CAVELIER
I’ve been with Mixvoip for 8 years, and my role is to help businesses make better use of their IT.
With the IT Consulting team, we support customers who often have very different realities. Some have an internal IT department and need a reliable technical partner. Others rely on us for almost everything related to their infrastructure, users, security, cloud services, networks, and day-to-day IT operations.
That variety is what makes this job interesting. One day, you may be working on Microsoft 365. Another day, you may be helping with virtualization, servers, storage, backups, Wi-Fi, Linux systems, scripts, migrations, or a customer project that does not fit neatly into one category.
I like people who are curious, structured, and honest about what they know and what they still need to learn. In consulting, nobody knows everything. What matters is the ability to understand the problem, ask the right questions, investigate properly, communicate clearly, and take ownership until things move forward.
I care a lot about practical solutions. Our customers are SMEs. They need systems that work, advice they can understand, and partners they can trust. Good consulting is not only about technical knowledge. It is also about listening, explaining, documenting, prioritizing, and staying calm when something goes wrong.
I also believe that modern IT work should make good use of the right tools, including AI. Not to replace thinking, but to speed up research, scripting, documentation, troubleshooting, and daily operations.
If you enjoy broad technical challenges, customer contact, autonomy, terminal work, small automation tasks, and the idea of helping many different businesses improve their IT step by step, then you could be a great fit for the team.