Head of Service Delivery

vor 2 Wochen

Frankfurt am Main, Hessen, Deutschland twentyAI Vollzeit

Role Purpose

The Head of Service Delivery leads the regional technology function to deliver high-quality on-site technical support and oversee technology service operations across Europe. The role ensures that incidents and requests are managed efficiently, technology solutions align with organisational needs, and continuous improvement is embedded into service delivery practices. This leader drives performance, fosters collaboration, promotes innovation, and ensures best-in-class service for all users.

Key Responsibilities

Service Delivery & Operations Management

  • Ensure incidents and service requests are logged, tracked, prioritised, and resolved within agreed service level agreements (SLAs), following ITIL-aligned processes.
  • Oversee daily operations of the regional Technology & Data team, ensuring workload is effectively prioritised, managed, and monitored.
  • Measure and analyse team performance using defined KPIs, reporting on progress and identifying areas for improvement.

Stakeholder Engagement & Requirements Management

  • Collaborate with internal stakeholders to capture and formalise business requirements for new regional technology initiatives.
  • Translate complex business needs into scalable, maintainable, and customer-focused technical solutions.
  • Communicate technical concepts clearly to non-technical audiences and maintain strong relationships with regional and global partners.

Risk, Issue & Budget Management

  • Identify, manage, and resolve risks, issues, and concerns raised by customers, suppliers, or internal partners.
  • Oversee regional technology budgets, including planning, forecasting, monitoring, and optimisation of project and operational expenditures.

Technology Assurance & Continuity

  • Ensure the continuity and performance of regional technology systems and services.
  • Maintain high standards of data protection and information security, including robust backup and recovery practices.
  • Ensure adherence to best practices and compliance standards.

Leadership & Continuous Improvement

  • Lead, mentor, and develop high-performing teams, fostering a culture of inclusivity, learning, and professional development.
  • Drive continuous improvement initiatives, encouraging experimentation, innovation, and service excellence across the region.

Person Specification Experience & Expertise

  • Proven experience leading and developing high-performing technology teams within professional services, legal, or comparable international environments.
  • Strong background in technology service delivery, including incident management, request fulfilment, SLA governance, and service improvement.
  • Demonstrated ability to translate complex business requirements into effective technical solutions.
  • Extensive knowledge of ITIL processes and best practices; relevant certifications preferred.
  • Solid project management experience, with a track record of delivering regional or multi-site technology initiatives.
  • Strong financial acumen, with experience managing budgets for technology operations or projects.
  • Deep understanding of information security, data protection, and backup technologies.

Skills & Attributes

  • Excellent stakeholder management skills, with the ability to influence and communicate effectively across all levels.
  • Agile approach to problem-solving and decision-making.
  • Ability to foster innovation, continuous improvement, and learning within teams.
  • Strong organisational, analytical, and prioritisation capabilities.
  • Resilient, proactive, and committed to high-quality service delivery.

  • head of delivery

    vor 1 Woche

    Frankfurt am Main, Hessen, Deutschland REPLY Vollzeit

    AufgabenDu steuerst als Head of Delivery die operative und strategische Verantwortung für unsere IT Service Delivery und Managed Services. Dabei arbeitest du eng mit der Unternehmensspitze zusammenDu führst internationale Teams, verantwortest die erfolgreiche Umsetzung von Multi-Projekten und stellst die Einhaltung von SLAs sowie die kontinuierliche...

  • Delivery Service Partner Manager

    vor 1 Woche

    Frankfurt am Main, Hessen, Deutschland iMile Delivery Vollzeit

    About iMileiMile is a leading logistics provider, specializing in smart solutions for e-commerce businesses across the Middle East, China, Europe and Latin America. Headquarters are based in Dubai. operating in over 30 countries worldwide. With strong expertise in cross-border e-commerce, iMile provides reliable, flexible, and technology-driven solutions.If...

  • Head of Construction Europe

    Vor 2 Tagen

    Frankfurt am Main, Hessen, Deutschland PM Group Vollzeit

    OverviewPM Group is a leading International engineering, architecture, project and construction management firm. With a network of offices in Europe, Asia and the US and a multi-discipline team of 3 700 people, we deliver complex, capital projects in the life sciences, food and beverages, mission critical/ICT, advanced manufacturing, energy and environmental...

  • Service Delivery Manager

    Vor 6 Tagen

    Frankfurt am Main, Hessen, Deutschland Deutsche Börse Group Vollzeit

    Your career at Deutsche Börse GroupArea of work:As a Service Delivery Manager within Cyber Protection – Detect & Prevent team, you will be responsible for the end-to-end delivery of security services, ensuring operational excellence, stakeholder satisfaction, and regulatory compliance. You will lead cross-functional coordination, manage vendor...

  • Customer Service Partner Manager

    vor 1 Woche

    Frankfurt am Main, Hessen, Deutschland iMile Delivery Vollzeit

    Company DescriptioniMile is a leading logistics provider, specializing in smart solutions for e-commerce businesses across the Middle East, China, Europe and Latin America. Headquarter is based in Dubai. operating in over 30 countries worldwide. With strong expertise in cross-border e-commerce, iMile provides reliable, flexible, and technology-driven...

  • Service Delivery Manager

    vor 2 Wochen

    Frankfurt am Main, Hessen, Deutschland FIS Vollzeit

    Position TypeFull timeType Of HireExperienced (relevant combo of work and education)Education DesiredBachelor of Commerce/BusinessDie Welt der Finanzen ist schnell. Bei FIS sind wir schneller. Unsere Teams haben die Möglichkeit zu lernen, zu wachsen und etwas zu bewirken - in ihrer Karriere und in ihrem Umfeld. Wir liefern Innovationen, die die Art und...

  • Director Delivery Management

    Vor 6 Tagen

    Frankfurt am Main, Hessen, Deutschland EPAM Systems Vollzeit

    We are looking for an accomplishedDirectorDelivery Managementwith deep expertise in Financial Services to join EPAM in Frankfurt. In this senior leadership role, you will be accountable for end-to-end delivery across a portfolio of complex client engagements while ensuring excellence in delivery quality, financial performance and long-term client...

  • Global Head of HR

    Vor 3 Tagen

    Frankfurt am Main, Hessen, Deutschland Oakleaf Partnership Vollzeit

    Global Head of Human Resources (Global Role)Location:Headquarters - Germany,located near key centres such as Frankfurt, Mainz, Wiesbaden, and HeidelbergExperience:15+ years in senior HR leadership within global organizationsThis is a perfect role for a HR Director or previous Global Head of HR to move into a business going through large change. You will be...

  • Head of Engineering

    vor 35 Minuten

    Frankfurt am Main, Hessen, Deutschland Operations1 Vollzeit

    Wir machen die Industrie fit für den globalen Wettbewerb - Operations1 ist die zentrale Software zur Digitalisierung und Optimierung mitarbeitergeführter Prozesse in der produzierenden Industrie.EnablingPeople. Empowering Operations.Wir suchen einen Head of Engineering (m/w/d), der unsere Engineering-Organisation führt, entwickelt und skalierbar...

  • Service Delivery Engineer

    vor 1 Woche

    Frankfurt am Main, Hessen, Deutschland Logicalis Vollzeit

    Why choose Logicalis?Logicalis lets you experience the digital transformation up close – and to get involved in actively shaping its future. Your expertise makes you a crucial building block here. From pre-sales, sales and consulting to professional service, finance and marketing – we value collaboration highly. You'll quickly gain access to the most...