Director Service Delivery (m/f/d)

Über Innovation spricht heute jeder – unsere Kunden machen Innovation!

Everyone talks about innovation today - we live and breathe innovation!
 
We’re the Smart Innovation Platform trusted by over 600 global organizations to manage the full innovation lifecycle, from strategic foresight to ideation, tech scouting, startup engagement, and project execution. Our modular, AI-powered software connects strategy with delivery, helping business units align efforts, make smarter decisions, and scale what works across the enterprise. With more than 20 years of experience, a team of over 160 employees, and expert consulting, HYPE enables organizations to make innovation systematic, inclusive, and outcome-driven—reducing costs, driving growth, and building resilience in a constantly changing world.

Deine Aufgaben

Responsibilities: 

• Lead the Service Delivery function, overseeing approximately 15 employees across the Service Desk and IT Operations 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. 

• The Service Desk handles all incoming customer requests via ticketing system, phone, or email; classifies requests in line with ITIL v4, manages dispatching, ensures SLA-compliant processing, and maintains documentation in the Knowledge Management system. 
• The functional 2nd Level Support processes in-depth functional requests related to various software products in the innovation and idea management space. This team provides consulting, configuration, and reproduces issues on the application level. 
• The technical 2nd Level Support ensures smooth operation of hybrid hosting environments - whether deployed with hyperscalers, local hosting partners, or on-premise at customer sites. Responsibilities include infrastructure, operating systems (Windows & Linux), databases, backup, monitoring, and predictive maintenance. The team also manages technical change requests and supports 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 feasibility. 
• Coordinate regular penetration tests with external providers and ensure ISO compliance in operational processes in cooperation with IT security stakeholders. 

Dein Profil

• A degree in computer science or a comparable qualification, with 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 knowledge of current Microsoft Windows operating systems, common Linux distributions, and broad general IT expertise. 
• Excellent English communication skills (minimum C1 level); German language skills at B2 level or higher are a plus. 
• Leadership experience gained in IT services, software, hosting, cloud environments, or in a comparable internal IT operations role. 
• Experience operating web applications on Google Cloud Platform (GCP) is a plus. 
• Certified in ITIL, or strong practical experience operating in ITIL-based environments. 
• Skilled in using ITSM platforms, asset management databases, CMDBs, and monitoring systems. 
• Solid foundational knowledge of IT security and data protection. 
• A self-driven and structured work style with a high degree of responsibility. 
• 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. 

Was wir Dir bieten

Shaping change: Work at the forefront of digital transformation and support our clients who are key players in this fast-paced, global transformation.

A good start: With intensive training from your team, you can quickly take on responsibility and work on engaging projects in a collaborative and team-oriented environment. 

Work-life balance: Special leave for special occasions, as well as a flexible working time model await you. 

Continuous growth: Regular training and development opportunities - both professionally and personally – to help you grow. We are committed to nurturing your growth and will guide you towards exciting career advancements.. 

Team spirit: Your team is closely connected across different countries on two continents. We have made it a priority to meet regularly during the year. 

Company culture: HYPE is both diverse and inclusive. We have an open-door culture and value the ability of our colleagues to use and develop their strengths.

Our industry: Our job is to help organizations excel at innovation and transform towards a better tomorrow – That’s about as exciting as it get