IT Service Transformation Director(m/f)

Job description

• Assess the current support organisation and develop a transformation roadmap covering team structure, responsibilities, processes and tools.

• Lead, coach and develop support teams and team leads across multiple locations, languages and time zones.

• Optimise incident management and service request fulfilment, improving resolution times, workload distribution, service quality and end-user experience.

• Standardise service-management processes across the group, establishing clear ownership, escalation paths and ways of working.

• Identify opportunities to automate recurring requests, reduce manual work and prevent repeated incidents.

• Own and govern the ITSM toolset, including workflows, data quality, reporting and continuous optimisation.

• Define and monitor KPIs and SLAs, conduct regular service reviews and drive corrective actions.

• Lead major incident coordination, ensuring timely communication, root cause analysis and preventative measures.

• Collaborate with infrastructure teams, application owners, other IT domain leaders and business stakeholders to improve IT and OT support.

• Take ownership of end-user communication and develop training, guidance and adoption programmes.

• Embed security awareness within service operations and coordinate responses to security incidents with the relevant teams.

• Manage the IT Service & Support budget, aligning spending and investment with service priorities and measurable business value.

• Maintain effective daily support operations throughout the transformation.

Working Arrangements

• A primarily remote role, with approximately 20–30% office presence.

• Occasional travel to the group’s sites, including international locations.

• An indicative travel frequency of around one visit to each site per year.

Requirements for the employee

• Extensive experience in IT Service Delivery, IT Service Management, IT Support or IT Operations, with substantial leadership responsibility.

• Idealy a proven track record of transforming or significantly improving an IT support organisation.

• Experience leading multiple support teams and team leads, ideally within an international environment.

• Knowledge of ITSM practices and the ability to translate them into practical, effective processes.

• Experience managing service performance through KPIs, SLAs, reporting and continuous improvement.

• The ability to assess organisational structures, clarify responsibilities and guide teams through change.

• A broad technical understanding of IT infrastructure, workplace technology and applications, enabling informed decisions and effective collaboration with specialists.

• Strong communication, stakeholder management and people-development skills.

• Fluent English for day-to-day leadership and stakeholder communication. Additional languages French or Italian are an advantage, but not nessesity.

• ITIL or other relevant ITSM certifications are preferred. Certifications in IT infrastructure or workplace technology are an additional advantage.

• A bachelor’s degree or equivalent relevant professional experience with a proven track record in similar roles. 

Employee perks and benefits

• Long-term transformation role with strong strategic relevance and visibility.
• High level of autonomy and ownership within a complex international environment.
• Direct exposure to senior business and IT leadership across multiple countries.
• Above-standard financial compensation reflecting the seniority and regional scope of the role.
• Modern working conditions including flexible working hours and hybrid or home office arrangements.

Company on whose behalf the position is being filled

Our client is a manufacturing company.