Director of IT Service Management

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer‘s IT productivity and contribute to the organization’s success and value.

We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us!

Position Overview

We are seeking a dynamic and experienced Director of IT Service Management to lead and shape our global service management strategy. This role will drive the adoption of ITSM practices across the organization, ensuring that our IT services are consistent, scalable, and aligned with the evolving needs of our business. You will lead a team dedicated to service design, process implementation, and operational excellence, with a focus on improving end-user satisfaction and driving innovation through automation and continuous improvement.

• Define and execute a comprehensive ITSM strategy across all business units.

• Lead and mentor a team focused on service delivery, operations, and process optimization.
• Oversee the design and implementation of core service management processes (Incident, Problem, Change, Request, Knowledge, Asset & Configuration).
• Develop and maintain an IT service catalog and ensure alignment with business priorities.
• Implement performance metrics and provide regular reporting to senior stakeholders.
• Collaborate with technology and business leaders to drive improvements in service availability, efficiency, and customer satisfaction.
• Promote a culture of continuous improvement, encouraging feedback, innovation, and operational agility.
• Evaluate and implement tools to support ITSM frameworks, including monitoring, logging, and automation solutions.
• Ensure governance and compliance with SLAs, OLAs, and operational standards across all services.
• Manage vendor relationships and service contracts where relevant.
• Support budgeting and forecasting activities for the ITSM function.

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
• 6–8+ years of experience in IT Service Management or IT Operations leadership roles.
• Proven track record implementing ITSM processes at scale.
• Deep understanding of ITIL frameworks and experience applying them in real-world environments.
• Experience in service transformation, process design, and driving organizational change.
• Strong communication and leadership skills, with the ability to influence cross-functional teams.
• Familiarity with ITSM tools such as ServiceNow or equivalent platforms.
• Fluency in English (written and spoken) is required; additional languages are an asset.
• Candidates must provide a criminal record extract that is no more than three months old.

Preferred Qualifications

• ITIL or equivalent certification.
• Exposure to change management methodologies (e.g., PROSCI, ADKAR).
• Experience in both on-premise and cloud-based environments.
• Prior experience managing support teams across global or distributed settings.
• Strong analytical and reporting skills, with the ability to translate data into actionable insights.
  

Why Join Us

• Lead a high-impact function with strategic visibility.
• Collaborate with diverse teams across regions and technologies.
• Drive meaningful change and shape the future of IT services in a growing, global organization.

• Flexible working conditions

• Fishing for Friends program – our referral program
• Further development and professional advancement
• Friendly and international working environment

Is IT in your DNA?