Service Delivery Manager Western Europe & Head of IT Germany (mfd)

This role of IT Service Delivery Manager for Western Europe & Head of IT Germany has dual responsibilities. The role oversees IT service delivery ensuring operational excellence and seamless IT support across multiple locations in Western Europe in accordance with global standards and policies as well as relevant local regulations. This includes leadership of Western Europe technical support teams.

In addition this role will act as the primary liaison for local projects and business requirements to ensure technology contributes effectively to business outcomes in Germany. This role will support the implementation of global and regional initiatives at the country level working in accordance with Colliers Technology standards encompassing architecture development infrastructure and security. This also includes aligning local initiatives (where appropriate) to the commercial technology services strategy as led by the Head of Commercial Technology and Innovation - EMEA.

The ideal candidate will have a strong background in IT service management (ITSM) project management leadership experience and a continual service improvement mindset.

The candidate will dual report into the CFO/COO -  Germany and to the Head of EMEA Technology Service Delivery.

Key Responsibilities

• Service Delivery and Support Leadership: Provide leadership and support to Technical Support Specialists in our offices across Western Europe (Belgium Denmark Finland France Germany Italy Netherlands Norway Spain & Sweden) ensuring that our standard processes (aligned with ITIL best practices such as Incident Management Request Fulfilment Change Management and Problem Management) are followed. Provide overall accountability for the performance of the Support team. Ensure SLAs are met through efficient delivery of IT services e.g. timely resolution of incidents good quality ticket information and RCA etc.
• IT Project Management: Assess requirements and feasibility plan and manage the implementation of IT projects in time and budget in collaboration with global and local business and technical teams.
• Supplier Management: Evaluation contracting development and ongoing oversight of local external IT suppliers where required with support by the Director Procurement Global.
• Information Security Management: Input into and maintain policies ensuring implementation of IT-related controls and security processes meeting all global and local regulatory and compliance requirements in alignment with Colliers Technology standards.
• Team Management: Lead mentor and support a team of Technical Support Specialists across multiple locations in Germany ensuring adherence to processes delivering high levels of performance and supporting ongoing professional development.
• Continuous service improvement: Monitor key service metrics drive service improvements and adherence Colliers Technology standards. Identify areas to simplify and standardise existing technology in line with globally agreed standards.
• Business Partnering and Stakeholder Engagement: Act as the key point of contact between IT and business stakeholders to ensure seamless service delivery and acting as a key point of contact for escalations.
• In partnership with the Head of Commercial Technology and Innovation EMEA identify new business requirements or projects that should be included in the commercial service strategy (covering multiple countries) or delivered only at the country level.
• Learning culture: Promote and drive a learning culture within the team by encouraging continuous development knowledge sharing and the adoption of best practices to enhance service delivery. Facilitate virtual and in person #TechExperts business training events to help our colleagues stay abreast of latest developments and get the most value from our technology investment.
• Monthly Service Reviews and Reports: Produce monthly service reports and coordinate Monthly Service Review Meetings with each of the Western European Teams to review performance against SLAs.

Qualifications :

Qualifications and Experience: 

• Proven experience in IT service management project management and team leadership.
• Strong technical experience in management of state-of-the-art cloud infrastructures (MS Azure/GCP preferred) and workplace IT
• Strong leadership communication and organisational skills.
• Appropriate ITIL qualification required. Experience of project management methodologies particularly project onboarding and initiation.
• Demonstrated experience with IT-Security practices and compliance frameworks (e.g. ISO27001 GDPR)
• Experience in working in a global multi-cultural organization with distributed teams
• Languages: Fluency in German and English is required; proficiency in other European languages is a plus.
• Travel: Willingness to travel within Western Europe as required.

Personal Attributes

• Strategic Thinker: Ability to think strategically and implement long-term solutions which are scalable supportable and secure.
• Problem Solver: Strong problem-solving skills and the ability to make decisions under pressure.
• Collaborative: Excellent interpersonal skills and the ability to work collaboratively with diverse teams.
• Innovative: Innovative mindset with a focus on continuous improvement.

Zusätzliche Informationen :

What we offer: 

• The opportunity to join one of Germanys leading international real estate advisory firms in a key leadership role within a global organization
• A dynamic international and professionally driven environment with strong visibility and opportunities to shape IT service delivery across Western Europe
• A collaborative and high-performing culture built on trust teamwork and mutual support
• Flexible working arrangements including mobile working and 30 days of annual leave
• A comprehensive benefits package including a subsidized EGYM Wellpass fitness membership JobRad bike leasing meal vouchers and additional employee benefits
• Company pension scheme to support your long-term financial security
• Family support services including emergency childcare assistance

Please submit your complete application including a cover letter CV and relevant supporting documents.

For further information or any questions in advance please contact:

Ken Kniss
Talent Acquisition Manager Germany

Mobil 49 151

Remote Work :

No

Employment Type :

Full-time