Director

• Lead the Service Delivery function, overseeing approximately 15 employees across the Service Desk and IT Operations units, with full disciplinary and functional responsibility.
• Manage the department's personnel and budget, and drive the continuous improvement of processes, tools, and organizational structures in collaboration with central departments.
• Lead international teams based in Germany, the US, Canada, the UK, and India, and work with external partners to ensure a fully functional follow-the-sun operations model.
• Oversee 1st and 2nd level support activities, including both functional and technical areas; act as the primary escalation contact and handle customer requests independently.
• Ensure Service Desk handles incoming customer requests via ticketing system, phone, or email; classify requests in line with ITIL v4, manage dispatching, ensure SLA-compliant processing, and maintain Knowledge Management documentation.
• Oversee functional 2nd Level Support: consulting, configuration, and reproducing application-level issues for innovation and idea management software.
• Oversee technical 2nd Level Support: ensure smooth operation of hybrid hosting environments (hyperscalers, local hosting partners, or on-premise); manage infrastructure, Windows & Linux OS, databases, backup, monitoring, and predictive maintenance.
• Manage technical change requests and support system integration during transition phases; collaborate closely with DevOps and Product Management to evolve the service portfolio.
• Participate in RFP and proposal review to assess technical feasibility; coordinate regular penetration tests with external providers and ensure ISO compliance with IT security stakeholders.

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