Lead IT service delivery across the DACH region, ensuring high-quality support and user satisfaction while managing helpdesk operations and driving service excellence.
The job at a glance
Join our team and take ownership of IT service delivery across the DACH region.
Working in the Corporate IT department, you will lead helpdesk operations, drive service excellence through KPI/SLA management, coordinate IT workplace projects, and act as a trusted IT partner for stakeholders.
This role combines leadership, collaboration, and hands-on execution. We value thoughtful decision-making, strong communication, and a supportive leadership style just as much as technical expertise.
With a pragmatic, mission-always-possible mindset, you will ensure high service quality, strong user satisfaction, and smooth collaboration between local and global teams.
Your responsibilities
Lead end-to-end IT service delivery and helpdesk operations across DACH, ensuring high-quality support and user satisfaction
Monitor, analyse, and report on KPIs and SLAs; manage escalations and drive continuous service improvement
Act as primary IT liaison for regional stakeholders and coordinate closely with global teams and vendors
Lead and mentor a local team of 5, fostering an inclusive, customer-focused service culture
Plan and execute IT components of office moves and workplace projects, ensuring minimal business disruption
Your skills and qualifications
Bachelor’s degree in IT, Computer Science or related field (or equivalent experience); ITIL 4 Foundation required, advanced ITIL or Service Management certifications desirable; PMP/PRINCE2 a plus
Native or fluent German and fluent English (written and spoken); additional European language(s) advantageous
Experience in IT service delivery/service management, including helpdesk and team coordination (around 5 years is ideal, but we value impact over exact timelines)
Strong knowledge of ITIL processes, ITSM tools (e.g., Freshservice, Jira Service Management), KPI/SLA management, and workplace IT infrastructure
Clear communicator with strong stakeholder management, problem-solving and conflict resolution skills; calm under pressure and comfortable working across cultures and time zones
For us as a community, it is important that you feel comfortable not only with us, but also outside of work. Because your job should enrich your life. That's why we offer you the following benefits, among others:
Protection & Provision
Work-life balance & mobility
Fitness, Leisure & Extras
Our commitment
Equal opportunities are important to us. We believe that diversity, inclusion, and equal pay for equal work are critical to our success as a global company, so we aim to recruit, develop, and retain the best talent.
We foster a respectful, supportive environment where different perspectives are valued and where leadership is defined not only by results, but also by collaboration, empathy, and integrity.
We encourage applications from everyone — regardless of background, gender identity, sexual orientation, disability status, ethnicity, belief, age, family or parental status, or any other characteristic.
Health Insurance
Company pension scheme – with personal advice from internal contacts
Other Benefit
Access to the Corporate Benefits Portal with numerous employee discounts
Paid Time Off
Volunteer Days – paid time off for your social commitment
StepStone Group is a leading online job platform that connects job seekers with companies, helping them find their perfect match. With a diverse portfolio of over 20 brands across more than 30 countries, we leverage data and technology to drive fair and equitable hiring. Our mission is straightforward: to ensure the right job for everyone by reshaping the labor market.
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