Service Delivery Manager
Summary
The Service Delivery Manager leads and develops a team of field service engineers in Belgium to ensure high-quality technical maintenance and support for food processing and packaging equipment. The role focuses on operational excellence, customer satisfaction, and team coaching within the food manufacturing industry.
Job Summary
At Tetra Pak, we make food safe and available everywhere. Through our innovative processing and packaging solutions, we support food producers around the world in delivering safe, high-quality products to consumers. We are looking for a Service Delivery Manager to lead our field service operations in Belgium. In this role, you will manage and develop a team of Service Engineers while ensuring the delivery of high-quality technical services to our customers. You will play a key role in supporting customer satisfaction, developing team capabilities, and driving operational excellence. Working closely with customers, planners, account managers and technical specialists, you will contribute to the continued growth and success of our service business.
You will be based in Groot-Bijgaarden, Belgium and report to the Customer Service Operations Director France & Benelux.
What you will do
As Service Delivery Manager, you will:
- Lead, coach and develop a team of approximately 10-12 Service Engineers.
- Support competence development and ensure the team is prepared for current and future customer needs.
- Foster a strong culture of safety, collaboration and continuous improvement.
- Ensure maintenance, troubleshooting, upgrades and installation activities are delivered to the highest quality standards.
- Drive customer satisfaction through effective service delivery and timely resolution of issues.
- Support engineers in addressing complex technical challenges and customer escalations.
- Work closely with customers and account teams to identify opportunities for service improvement.
- Collaborate with planning functions to optimize resource allocation and operational efficiency.
- Monitor team performance, utilization and service quality.
- Ensure compliance with company policies, health and safety regulations, and HR processes.
- Contribute to the achievement of operational and financial objectives for the service organization.
We believe you have
- A technical or engineering degree, or equivalent experience.
- Fluent knowledge of Dutch and English. Knowledge of French is considered a strong advantage.
- Proven experience in service operations, field service management or a related technical environment.
- Previous experience leading and developing teams, including remote team members.
- Strong coaching and people management skills.
- A customer-focused mindset and a practical approach to problem solving.
- Good understanding of mechanical, electrical and automation systems.
- Experience in packaging, processing, food manufacturing or a related industry is an advantage.
- Strong communication and stakeholder management skills.
- Willingness to travel regularly within Belgium (3 days on average a week).