Job Overview We are seeking a strategic leader to drive the delivery and transformation of our integral operational IT services. This role will combine deep technical expertise with strong leadership to ensure seamless, efficient, and innovative IT service delivery that aligns with our business goals. Key Responsibilities Develop and implement IT service delivery strategies aligned with organizational objectives and industry best practices. Lead the design, implementation, and continuous improvement of ITSM processes (Incident, Change, Service Request, and Problem Management) in line with ITIL 4. Establish service delivery frameworks and a group-wide Service Desk. Provide regular reporting to leadership on service performance, risks, and improvement initiatives. Drive the enhancement and adoption of Microsoft platforms. Collaborate with service owners to define and maintain a comprehensive Group-IT service catalogue, including SLAs, OLAs, and KPIs. Enhance ITSM tooling to increase process automation, efficiency, and maturity. Strengthen governance, guidelines, and maturity across IT service management practices. Implement risk management strategies to ensure business continuity and minimize disruptions. Optimize resource allocation and capacity planning. Requirements Bachelor's degree in information technology, Business Informatics, Computer Science, or a related field. Higher education (Master's Degree) in Computer Science, Business Informatics, or comparable training. ITIL 4 Foundation certification required; additional ITIL certifications are a plus. 10+ years of experience in IT roles, with expertise in Service Delivery and Microsoft 365 administration. Proven track record in managing large-scale IT operations and transformation initiatives. Expertise in IT service delivery and operations management. Proficiency in IT governance and risk management frameworks. Experience with ITSM tools and managing Microsoft platforms. Competencies English fluency is required. Strong leadership in managing and developing international, cross-functional teams. Ability to partner with senior business leaders to align IT service delivery strategy with business goals. Excellent communication and stakeholder engagement skills at all organizational levels. Strategic mindset, with a focus on continuous improvement and innovation. Strong project management and change management capabilities. Customer-oriented approach and a drive for operational excellence.