Service Desk jobs in Germany

Job Description

IT Infrastructure & Service Delivery Manager

On-site | £50,000–60,000 + bonus & benefits

Are you a hands-on IT leader with a passion for service excellence and team development? Ready to lead global operations, coach early-career talent, and drive ITIL-aligned service delivery in a fast-paced environment?

Excellent opportunity for an experienced IT Infrastructure & Service Delivery Manager to lead a global IT support function.

You’ll manage a shift-based team, provide skills development/ support of team, and ensure seamless service across time zones, all while staying close to the tech.

What You’ll Do:

• Lead a global IT service desk team
• Coach and develop junior IT staff — technical skills, customer service, and career growth.
• Troubleshoot across M365, Teams, SharePoint, Azure AD, MFA, networks, and desktop support.
• Build and embed ITIL-aligned processes using ITSM tools (ServiceNow experience a plus).
• Report on service metrics: ticket SLAs, customer satisfaction, and process performance.
• Drive IT projects — from scoping to delivery — using influence and cross-team collaboration.
• Be a visible leader across shifts, ensuring face time and support for all team members.

What You’ll Bring:

• 3+ years in IT leadership within a global or multi-site environment.
• Strong infrastructure knowledge: M365, Azure, AD, networks, desktop support.
• Experience coaching junior staff and managing shift-based teams.
• Hands-on ITIL implementation experience (not just certification).
• Strong reporting, stakeholder management, and project delivery skills.
• ITIL v4 Foundation required; PMP/Prince2 and ServiceNow experience are bonuses.

Why this role?

This is more than a management role, it’s a chance to shape the future of global IT operations. You’ll join a forward-thinking team that values agility, empowerment, and technical excellence.