Director Service Delivery (m/f/d)

About us:
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. 

To strengthen our Team, we are looking for a

Director Service Delivery (m/f/d)

Location: Bonn, Cologne, Frankfurt, Helsinki, Montreal or hybrid

Your tasks:
• Lead the Service Delivery function, overseeing approximately 15 employees across the Service Desk and Service Delivery 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. 

Operational Scope: 
• 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-premises 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 and SLA feasibility. 
• Coordinate regular penetration tests with external providers and ensure ISO compliance in operational processes in cooperation with IT security stakeholders.

Your profile:
• A master’s 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 understanding of IT operations metrics. 
• Solid knowledge of current Microsoft Windows operating systems, common Linux distributions, and broad general IT expertise. 
• Excellent English skills (C1 minimum); German skills (B2+) are a plus.
• Leadership experience in IT services, software, hosting, cloud environments, or comparable internal IT operations roles.
• Experience operating web applications on Google Cloud Platform (GCP) is a plus. 
• ITIL v4 certification or strong practical experience in ITIL-based environments, as well as knowledge of the PRINCE2 project management framework.
• Skilled in using ITSM platforms, asset management databases, CMDBs, and monitoring systems. 
• Solid foundational knowledge of IT security and data protection. 
• Self-driven, structured, and accountable, with the ability to balance strategic and operational
• 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.

Why HYPE?:
Make an Impact: Help companies shape their future by driving innovation programs that matter

Strong Start: Onboard with expert support and learn from a global team of experienced professionals

Work-Life Flexibility: Flexible work schedules

Career Growth: Ongoing development and clear pathways to expand your role

Collaborative culture: A supportive, inclusive, and international team environment

Purpose-Driven Work: Be part of something bigger—accelerating innovation for a better world

Your contact persons:
Charline Kocourek and Vanessa Limbach are your contacts in the HR department.

Please apply directly via our applicant management tool Personio on our homepage. If you have any further questions, please contact us at [email protected] or +49 (0) 228 / 2276-0.