IT Support & Delivery Manager

The Support Manager IT Services is responsible for leading and continuously improving the European IT support organization, ensuring efficient, customer-focused, and scalable support services. The role focuses on service delivery excellence, process optimization, ITSM management, and maximizing first-line resolution of incidents and service requests.

Working closely with internal IT teams and external service partners, the Support Manager drives effective collaboration, service level management, supplier management, and continuous improvement within an ITIL-based support environment. The position plays a key role in enhancing operational performance and increasing customer satisfaction across the organization.

Lead and transform a European IT support organization. Improve service quality through ITIL best practices and innovation.

Key Responsibilities

• Lead and continuously improve the European IT support organization and service delivery model.
• Manage the ITSM environment and ensure effective incident, request, and support processes.
• Drive a customer-focused support strategy with a strong emphasis on first-line resolution and service excellence.
• Collaborate with internal IT teams and external service providers to ensure seamless support operations.
• Own Service Level Management, supplier performance management, and governance processes.
• Standardize and optimize support processes in line with ITIL best practices.
• Monitor service performance, identify improvement opportunities, and implement continuous improvement initiatives.
• Enhance operational efficiency, scalability, and end-user satisfaction across the IT support landscape.

Knowledge And Experience

The successful applicant is an experienced IT service management professional with a strong background in IT support operations, service delivery, and process improvement. They combine excellent leadership and stakeholder management skills with hands-on experience in ITIL-based environments and ITSM platforms such as Topdesk.

The ideal candidate has a proven track record of managing support teams and external service providers, driving service excellence, and improving customer satisfaction. They are analytical, customer-focused, and capable of translating business needs into efficient and scalable support processes.

• HBO (EQF level 6) working and thinking level
• Experience in IT Service Management and support organizations
• Certain level of technical background / experience
• Experience with ITIL processes (v4 or higher)
• Experience with Topdesk or similar ITSM tooling
• Experience with supplier and service level management
• Experience in international or multi-site organizations is a plus

This organization operates in a dynamic and international environment where reliable IT services are critical to supporting business operations and delivering an excellent user experience.

It is committed to continuous improvement, innovation, and service excellence, offering the opportunity to make a significant impact on both operational performance and customer satisfaction.

• A key leadership role with responsibility for shaping and improving a European IT support organization;
• The opportunity to drive service excellence, operational efficiency, and customer satisfaction across multiple countries;
• A high-impact position combining people leadership, IT service management, supplier management, and continuous improvement;
• Close collaboration with both business and IT stakeholders in an international environment;
• The chance to optimize and standardize support processes using ITIL best practices and modern ITSM solutions;
• A dynamic role with significant influence on service quality, user experience, and organizational performance.