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.