IT Service Delivery Director (EUC)

*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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

Pay: 145\.200,00€ \- 149\.200,00€ per year

Work Location: In person

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