IT Support & Service Delivery Manager

Pertemps ERP (part of Network EMEA); München; Presencial; EUR 70.000 - 110.000; Jornada completa

Descripción de la vacante

Pertemps ERP (part of Network EMEA) is seeking an experienced IT Service Delivery Manager to lead a distributed IT team across Europe and drive service excellence aligned with ITIL practices.

You will oversee the service desk, incident management, and continuous improvement initiatives to boost end-user satisfaction and ensure IT services support business objectives.

Formación

• 5+ years in IT Service Desk Management or IT Support Team Leadership.
• Strong ITIL knowledge: Incident, Problem and Change management.
• Experience managing SLAs, KPIs and service improvement initiatives.
• Technical knowledge of Windows Server, Azure and Microsoft 365.
• Familiarity with ITSM tools such as ServiceNow and Jira.
• Excellent communication, stakeholder management and leadership skills.
• German preferred; professional English essential.

Responsabilidades

• Lead, mentor and develop a distributed team of IT support professionals.
• Oversee daily service desk operations, incident management and escalations.
• Drive continuous improvement through SLAs, KPIs and ITIL best practices.
• Optimise processes, service quality and end-user satisfaction.
• Collaborate with stakeholders and contribute to IT service management strategy.

Conocimientos

Leadership

Stakeholder management

Communication

ITIL

Incident management

Herramientas

ServiceNow

Jira

Azure

Descripción del empleo

Languages: B level German preferred & fluent English

Are you an experienced IT Service Delivery Manager who enjoys leading teams, improving IT services, and making a real impact on business operations, including on a global, multi-market scale?

We are looking for a people-focused leader to take responsibility for and drive service excellence across an organisation who has an international Team distributed across Europe - the IT Service Desk team has multiple sites.

What will you be doing?

• Lead, mentor and develop a distributed team of IT support professionals.
• Oversee daily service desk operations, incident management and escalations.
• Drive continuous improvement through SLAs, KPIs and ITIL best practices.
• Optimise processes, service quality and end-user satisfaction.
• Collaborate with stakeholders and contribute to the wider IT service management strategy.

What are we looking for?

• 5+ years of experience in IT Service Desk Management or IT Support Team Leadership.
• Strong understanding of ITIL, Incident, Problem and Change Management.
• Experience managing SLAs, KPIs and service improvement initiatives.
• Technical knowledge of Windows Server, Azure and Microsoft 365.
• Familiarity with ITSM tools such as ServiceNow, Jira.
• Excellent communication, stakeholder management and leadership skills.
• Ideally good German but professional English are essential.