Public summary
A global software company is seeking a Director of Service Delivery to lead and manage international service desk and support teams across multiple countries. The role includes responsibility for IT operations, process improvements, budget and personnel management, and coordination with product and security teams. The position requires strong leadership experience, ITIL expertise, deep knowledge of Windows and Linux systems, and excellent English language skills. The role is based in Germany or selected international locations with hybrid work options and involves 50% onsite presence.
Responsibilities
Lead the Service Delivery function managing approximately 15 employees across Service Desk and Service Delivery units with full disciplinary and functional responsibility. Manage department personnel and budget while driving continuous improvements in processes, tools, and organizational structures. Oversee 1st and 2nd level support activities providing both functional and technical assistance. Manage international teams and external partners to ensure a follow-the-sun operations model. Take overall responsibility for operational performance, handle customer requests, and serve as the primary escalation point. Collaborate with DevOps and Product Management to evolve the service portfolio strategically. Participate in RFP and proposal reviews to assess technical and SLA feasibility. Coordinate penetration tests and ensure ISO compliance in cooperation with IT security stakeholders.
Qualifications
Master's degree in computer science or equivalent. Minimum 7 years of leadership experience in IT operations or similar roles. Proven expertise in IT operations teams with strong process orientation and SLA management. Solid knowledge of Microsoft Windows, Linux distributions, and broad IT expertise. Excellent English skills (minimum C1); German skills (B2+) are a plus. Experience with ITIL v4 environments and PRINCE2 project management framework. Skilled in ITSM tools, asset management, CMDB, monitoring systems, and IT security fundamentals. Experience with cloud platforms such as Google Cloud Platform is beneficial. Self-driven, structured, and capable of balancing strategic and operational tasks. Willingness to participate in on-call duties and work onsite approximately 50% of the time.