Director Service Delivery (m/f/d)

HYPE Softwaretechnik GmbH

just now•Hybrid

About The Position

HYPE is seeking a Director Service Delivery (m/f/d) to lead their Service Delivery function. This role involves overseeing approximately 15 employees across Service Desk and Service Delivery units, managing personnel and budget, and driving continuous process improvement. The Director will lead international teams and external partners to ensure a follow-the-sun operations model, oversee 1st and 2nd level support, and act as the primary escalation contact for customer requests. The Service Desk handles all incoming customer requests, classifying them according to ITIL v4, managing dispatching, ensuring SLA compliance, and maintaining documentation. The 2nd Level Support teams handle in-depth functional requests for innovation and idea management software, providing consulting and configuration, and ensuring the smooth operation of hybrid hosting environments (hyperscalers, local hosting, on-premises). This includes managing infrastructure, operating systems, databases, backup, monitoring, and predictive maintenance, as well as technical change requests and system integration support. The role also involves collaborating with DevOps and Product Management, participating in RFP processes, and coordinating penetration tests and ISO compliance. HYPE is a leading innovation platform provider with over 20 years of experience, helping over 600 global organizations manage their innovation lifecycle.

Requirements

A master’s degree in computer science or a comparable qualification.
At least 7 years of experience in a similar leadership role.
Proven experience leading IT operations teams, with a strong process orientation and expertise in meeting demanding SLAs.
Solid understanding of IT operations metrics.
Solid knowledge of current Microsoft Windows operating systems, common Linux distributions, and broad general IT expertise.
Excellent English skills (C1 minimum).
Leadership experience in IT services, software, hosting, cloud environments, or comparable internal IT operations roles.
ITIL v4 certification or strong practical experience in ITIL-based environments, as well as knowledge of the PRINCE2 project management framework.
Skilled in using ITSM platforms, asset management databases, CMDBs, and monitoring systems.
Solid foundational knowledge of IT security and data protection.
Self-driven, structured, and accountable, with the ability to balance strategic and operational.
Willingness to participate in on-call duty as required by operational needs.
Comfortable operating across both strategic conceptual work and hands-on operational tasks.
Onsite presence in one of our office locations required approximately 50% of the time, scheduled flexibly.

Nice To Haves

German skills (B2+).
Experience operating web applications on Google Cloud Platform (GCP) is a plus.

Responsibilities

Lead the Service Delivery function, overseeing approximately 15 employees across the Service Desk and Service Delivery 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.
Overall responsibility for operational performance across all portfolio areas, handle customer requests independently, and act as the primary escalation contact.
Handle all incoming customer requests via ticketing system, phone, or email; classify requests in line with ITIL v4, manage dispatching, ensure SLA-compliant processing, and maintain documentation in the Knowledge Management system.
Process in-depth functional requests related to various software products in the innovation and idea management space, providing consulting, configuration, and reproducing issues on the application level.
Ensure smooth operation of hybrid hosting environments - whether deployed with hyperscalers, local hosting partners, or on-premises at customer sites, including infrastructure, operating systems (Windows & Linux), 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 strategically evolve the service portfolio.
Participate in the RFP and proposal review process to assess and confirm technical and SLA feasibility.
Coordinate regular penetration tests with external providers and ensure ISO compliance in operational processes in cooperation with IT security stakeholders.