European IT Support & Service Delivery Lead

Michael Page; Amsterdam; On-site; EUR 110,000 - 150,000; Full time

Job summary

Michael Page is seeking a Support Manager IT Services to lead and continuously improve the European IT support organization. You will drive service delivery excellence, optimize ITIL-based processes, and maximize first-line resolution across multiple countries.

You will collaborate with internal IT teams and external partners, manage service levels and governance, and shape a scalable support model that enhances end-user satisfaction and operational performance across Europe.

Qualifications

• Extensive experience in IT service management and service delivery.
• Proven ability to lead diverse teams across countries.
• Strong analytical and problem-solving skills.
• Experience with ITIL v4 or higher.
• Experience in international or multi-site environments is a plus.

Responsibilities

• Lead and continuously improve the European IT support organization and service delivery model.
• Manage ITSM environment and ensure incident, request, and support processes.
• Drive a customer-focused support strategy with emphasis on first-line resolution.
• Collaborate with internal IT teams and external service providers.
• Own service level management, supplier performance, and governance.
• Standardize and optimize support processes per ITIL best practices.
• Monitor service performance and implement continuous improvement initiatives.
• Enhance operational efficiency, scalability and user satisfaction.

Skills

IT service management

ITIL

Stakeholder management

Leadership

Education

Bachelor's degree in IT or related field

Tools

Topdesk

Job description

Michael Page is seeking a Support Manager IT Services to lead and continuously improve the European IT support organization. You will drive service delivery excellence, optimize ITIL-based processes, and maximize first-line resolution across multiple countries.

You will collaborate with internal IT teams and external partners, manage service levels and governance, and shape a scalable support model that enhances end-user satisfaction and operational performance across Europe.