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IT Service Delivery Director (EUC)

Allied digital service limited -
Mannheim

Direkt bewerben

Details zur Stelle

Vollzeit
145.200 € – 149.200 € pro Jahr
vor 6 Tagen

Qualifikationen

Englisch
Erfahrung in der IT
Vertragsverhandlung
Finanzmanagement
Künstliche Intelligenz
Führungserfahrung
Deutsch
Verhandlungsgeschick

Vollständige Stellenbeschreibung

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

Direkt bewerben

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