Head of IT Business Services

Key Responsibilities

• Lead and inspire a team of ITSM, Service Desk, and Business Partnering professionals across global locations around 12-15 FTE.
• Act as a core member of the IT leadership team, contributing to strategy and transformation.
• Champion globalisation of IT services by standardising tools, processes, and governance.
• Own the delivery and continuous improvement of IT Service Management practices.
• Oversee the global IT Service Desk, ensuring high-quality, consistent support across all regions.
• Leverage ServiceNow to automate, streamline, and measure IT service processes.
• Maintain a strong KPI and SLA framework to track performance, drive accountability, and report on customer satisfaction.
• Manage a team of IT Business Partners to act as the strategic link between IT and business units.
• Guide demand planning, project intake, and alignment of IT solutions to business priorities.
• Provide account management-level oversight, ensuring business stakeholders are informed, supported, and engaged.
• Build and maintain robust ITSM processes (incident, request, change, problem, etc.) aligned with ITIL best practices.
• Ensure all IT processes are well-documented, consistently applied, and continuously improved.
• Own governance for service delivery, escalation management, and executive communication.
• Provide leadership oversight across a broad application landscape, particularly SAP ERP and supporting enterprise systems.
• Collaborate with Application and Infrastructure leaders to ensure stable, scalable, and responsive services.

Qualification & Requirements

Essential Skills:

• Several years in IT leadership roles, including management of ITSM, Service Desk and IT Business Partner teams.
• Proven success in enterprise-scale Service Management using ITIL frameworks.
• Experience with ServiceNow as a core ITSM platform.
• Strong understanding of IT Business Partner organisations, demand management, business engagement models, and stakeholder management.
• Background in a variety of ERP systems and platforms.
• Proven track record of managing through IT transformation and organisational change.
• Highly process-oriented with attention to detail and a commitment to operational excellence.
• Exceptional communicator able to engage at all levels—from end users to executive stakeholders.
• Strong analytical mindset with an ability to define, track, and interpret service KPIs and metrics.
• Trusted leader and mentor capable of developing high-performing teams.
• Fluent in both German and English spoken and written.

Desirable skills:

• SAP S/4 HANA Strong experience.
• Additional European language.

Benefits

No Information Available