Role: IT Service Delivery Director (EUC)
Location: Mannheim, Germany
ROLE OVERVIEW
We are seeking a highly experienced and commercially astute IT Service Delivery Director to lead our EUC (End-User Computing) operations in the EMEA Region. This is a senior leadership position with a strong focus on people management within the workplace services space, IT services contract governance, and strategic collaboration with Human Resources.
The successful candidate will be a native German professional with fluent English language proficiency, a comprehensive understanding of the local HR and labour regulatory landscape, demonstrable experience working in large enterprise environments supporting desktop and field service operations, and a proven strength in collaborating with international teams and organizations, particularly those from India.
This role is ideally suited to a people-centric IT leader who is comfortable operating within a global delivery model and is culturally aligned with India–Germany collaboration frameworks.
KEY RESPONSIBILITIES
1. IT Services & Delivery Management
- Lead and govern IT services contracts within the EUC (End-User Computing) space, ensuring end-to-end accountability for day-to-day service delivery operations across a portfolio of high-value clients.
- Ensure consistent SLA adherence, service quality benchmarks, and a culture of continuous improvement.
- Serve as the primary point of escalation and liaison for senior stakeholders across Germany and India.
- Drive operational efficiency, cost optimisation, and standardisation across IT services and support functions using traditional methods as well as incorporating AI initiatives.
- Deliver high-impact reports and presentations to client stakeholders, interpreting KPIs, SLA compliance and operational metrics that drive decision-making.
- Offer thought leadership to customers through innovative ideas that will enhance the customer experience specific to their environment.
2. People Management & Leadership
- Provide strategic direction and mentorship to IT desktop support and field services teams, contracted staff, and vendor personnel in both a remote and in-person capacity.
- Oversee performance management cycles, team engagement initiatives, and workforce planning activities.
- Champion a collaborative, inclusive, and high-performance organisational culture.
- Serve as the critical bridge between onshore (Germany) and offshore (India) delivery teams.
3. Financial Management
- Utilize advanced organization skills and attention to detail to oversee profit-and-loss management across engagements within the portfolio, steering fiscal performance while enhancing operational efficiency.
- Responsible for monitoring and auditing customer billable activity in coordination with Finance Teams to ensure accurate, timely and complete invoicing is performed according to customer agreements.
- Oversee vendor costs applicable to services provided through 3rd parties while regularly optimizing performance, quality and spend with subcontractors.
4. Onboarding & Offboarding – HR Coordination
- Own and govern end-to-end employee onboarding and offboarding processes in close partnership with Human Resources.
- Ensure full compliance with local labour laws, corporate policies, and IT governance frameworks.
- Coordinate access management, hardware and asset allocation, and seamless role transitions.
5. HR & Local Compliance Support
- Provide advisory input on HR-related matters, including local employment practices, regulatory policies, and administrative processes.
- Support the HR function with local market intelligence, employee relations guidance, and align with operational best practices.
- Act as a trusted and credible partner between IT leadership and the HR organisation.
6. Cross-Cultural & Global Collaboration
- Collaborate extensively and effectively with Indian delivery teams and service providers.
- Promote mutual cultural understanding, professional alignment, and unified delivery standards between German and Indian working practices.
REQUIRED QUALIFICATIONS & EXPERIENCE
- Native or near-native German language proficiency (written and spoken).
- Strong professional English communication skills (written and spoken).
- Proven experience in an IT Services Manager, IT Delivery Manager, or IT Operations Manager capacity within the EUC (End-User Computing) space.
- Solid and demonstrable background in people management within enterprise IT services environments.
- Hands-on experience collaborating with Indian teams and/or Indian IT service organisations.
- Sound knowledge of employee onboarding and offboarding administration processes.
- Working knowledge of the German HR and labour regulatory landscape.
- Exceptional stakeholder management, communication, and executive leadership capabilities.
PREFERRED QUALIFICATIONS
- Demonstrated experience managing global or offshore IT delivery models.
- Familiarity with ITIL or equivalent IT service management frameworks.
- Background in vendor management, contract negotiation, or supplier governance.
- Experience in HR coordination, workforce administration, or organisational change management.
Job Type: Full-time
Pay: 145.200,00€ - 149.200,00€ per year
Work Location: In person
