IT Support Manager

Jobtailor; Deutschland; Vor Ort; EUR 85.000 - 120.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks an experienced Service Delivery Lead to bridge between the Service Delivery Manager and delivery teams, ensuring service levels, KPIs, and contractual obligations are met. You will drive reporting, client satisfaction initiatives, and coordinate across nearshore and onshore resources to maintain seamless service delivery.

You will own ticket operations, backlogs, major incidents, and ITIL-aligned processes while providing performance insights and continuous improvement

Qualifikationen

• Strong grounding in ITIL v4 practices with foundation certification; intermediate/MP desirable.
• Proven experience in managed service delivery coordination within enterprise environments.
• Familiarity with incident, problem, change, and request management processes.
• Experience working in multi-location delivery models, ideally with offshore/nearshore coordination.
• Excellent stakeholder management and communication skills bridging technical and business perspectives.
• Analytical mindset with KPI tracking, reporting, and service performance analysis.

Aufgaben

• Act as the operational bridge between the Service Delivery Manager and delivery teams.
• Produce regular and ad hoc reports, dashboards, KPI metrics for internal stakeholders.
• Own day-to-day ticket operations including prioritisation, assignment, and SLA adherence.
• Manage backlog, ageing tickets, and escalation handling; oversee Major Incident coordination.
• Drive ITIL-aligned processes across delivery teams and promote continuous improvement.
• Line-manage nearshore and onshore delivery resources, including performance coaching.
• Engage with client operational stakeholders on service delivery matters and governance.
• Support workforce planning, onboarding, and training of new team members.

Kenntnisse

Stakeholder management

KPI tracking

Reporting

Service performance analysis

Multi-location coordination

Communication

Incident/problem/change mgmt

Ausbildung

ITIL v4 Foundation Certification

ITIL v4 Intermediate Certification

ITIL v4 Managing Professional Certification

Tools

ITSM Platform

Microsoft Dynamics 365

Power Platform

Business Central

Jobbeschreibung

Responsibilities

• Act as the operational bridge between the Service Delivery Manager and functional delivery teams.
• Ensure service levels, KPIs, and contractual obligations are consistently met.
• Support the Service Delivery Manager in contractual compliance, reporting, and client satisfaction initiatives.
• Serve as the point of coordination for internal teams, ensuring smooth communication between technical functions and service management.
• Produce regular and ad hoc reports, dashboards, KPI metrics and presentations for internal stakeholders, ensuring data accuracy and clarity.
• Engage with client operational stakeholders on service delivery matters, while the Service Delivery Manager retains responsibility for overall client relationship, governance, and commercial performance.
• Participate in client service reviews, governance meetings, and operational reporting sessions alongside the Service Delivery Manager.
• Provide service performance insights, trend analysis, and improvement recommendations to client stakeholders.
• Build trusted relationships with client operational leads, ensuring alignment between business needs and service delivery.
• Own day-to-day ticket operations including prioritisation, assignment, and SLA adherence
• Manage backlog, ageing tickets, and escalation handling
• Oversee Major Incident coordination and communication
• Ensure Problem Management activities reduce repeat incidents
• Manage service delivery across multiple clients, balancing competing priorities and ensuring effective allocation of shared resources
• Manage prioritisation between BAU support activities and minor enhancements (run vs change)
• Monitor incident and request volumes, escalation trends, and service performance.
• Provide input into dashboards, reports, and forecasting models to support proactive service management.
• Drive continuous improvement initiatives in collaboration with the Service Delivery Manager and Director of Managed Services.
• Ensure ITIL-aligned processes are embedded and followed across delivery teams.
• Identify gaps in process adherence and recommend improvements.
• Understand, comply with and actively promote adherence to ISO27001 and ISO9001 policies and procedures.
• Line-manage nearshore and onshore delivery resources, including performance management, coaching, and career development.
• Conduct regular 1:1s, feedback sessions, and performance reviews.
• Foster a culture of accountability, collaboration, and continuous improvement within the team.
• Support workforce planning, onboarding, and training of new team members.
• Act as the escalation point for team-related issues, ensuring staff are supported and motivated.
• Work closely with Function Leads to align delivery priorities, resource allocation, and escalation handling.

Requirements

• Strong grounding in ITIL v4 practices (Foundation certification required; Intermediate/Managing Professional desirable).
• Proven experience in managed service delivery coordination within enterprise environments.
• Familiarity with incident, problem, change, and request management processes.
• Experience working in multi-location delivery models, ideally with offshore/nearshore coordination.
• Strong stakeholder management and communication skills, with the ability to bridge technical and business perspectives.
• Analytical mindset with experience in KPI tracking, reporting, and service performance analysis.
• Exposure to Microsoft technology stack (Business Central, Dynamics 365 or Power Platform)
• Previous experience using ITSM Platform
• ITIL V4 Foundation Certification
• ITIL V4 Intermediate Certification
• ITIL V4 Managing Professional Certification