Manager - IT Service Delivery - Enterprise Technology Services (all genders)

As the world’s pioneering local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in over 70+ countries worldwide, powered by tech, designed by people. As one of Europe’s largest tech platforms, we enable creative minds to deliver solutions that create impact within our ecosystem. We move fast, take action and adapt. No matter where you're from or what you believe in, we build, we deliver, we lead. We are Delivery Hero

We are looking for a Manager,  IT Service Delivery to lead the IT Service Delivery function for the foodora markets based in Berlin. This role is vital in maintaining high service standards and acting as a key interface between IT Service Delivery and other departments, such as Infrastructure. 

About the team & position:

The Europe IT Service Delivery team supports multiple countries, including Hungary, Finland, Austria, Norway, and more. As the Manager, IT Service Delivery - Foodora, you will oversee system administrators in these regions, with a strong focus on providing exceptional service delivery across endpoints, user support, and IT operations. Your collaboration with the Infrastructure team will be a key aspect of your role, ensuring a seamless IT Service Delivery process. This will include tasks such as procurement, endpoint management, and user support to ensure smooth daily operations for employees across multiple markets.

• Lead and manage a team of System Administrators spread across Foodora markets, ensuring top-notch IT service delivery.

• Oversee IT operations, including endpoint management, user support, and access control, ensuring smooth day-to-day operations.

• Manage IT procurement tasks, ensuring timely acquisition and deployment of hardware and software to support business operations.

• Collaborate with the Infrastructure team to mediate escalations, ensuring L3 issues are resolved but primarily focusing on service delivery.

• Drive continuous improvement in IT Service Delivery processes, ensuring SLA adherence and maintaining high user satisfaction across markets.

• Encourage professional development within your team, conduct regular performance reviews, and support their career growth.

• Implement IT service management best practices and track performance against KPIs to ensure service excellence across the region.

• Proven experience managing IT service delivery teams, ideally in a multi-country or regional setup.

• Strong expertise in IT Service Delivery, particularly in endpoint management, user support, and procurement.

• Experience in managing service delivery using platforms such as JAMF, Intune, Okta, Google Suite, and Slack.

• Excellent leadership and communication skills, with the ability to develop and mentor a geographically distributed team.

• Ability to work effectively as an intermediary between service delivery and infrastructure teams, ensuring seamless collaboration.

• Strong understanding of SLA management, KPIs, and ITIL processes to ensure high-quality service delivery.

• Excellent communication and customer service skills, fluent in English.

Nice to Have:

• Experience in handling IT service delivery in a dynamic, fast-growing organisation.

• Exposure to project management related to IT service enhancements or process optimisation.

• Knowledge or interest in automation tools and processes.

• ITIL v4 Certification

Ensuring you and all our Heroes are looked after, happy, and healthy is always on the menu. Because if you’re in good shape, then we’re in good shape.

• Make the most of our hybrid working model and join the team for face-to-face connection and collaboration in our beautiful Berlin campus 2 days a week

• We offer 27 days holiday with an extra day on 2nd and 3rd year of service

• Get moving and release those wonderful, mind-boosting endorphins: Health Checkups, Meditation, Yoga, Gym & Bicycle Subsidy

• Cash. Dough. Cheddar. Whatever you call it, we’ll help you with it: Employee Share Purchase Plan, Sabbatical Bank,  Public Transportation Ticket Discount, Life & Accident Insurance, Corporate Pension Plan

• Look up and go for it. We will support you in developing yourself and your career: 1.000 € Educational Budget, Language Courses, Parental Support

• The power of getting together over some food is unrivaled. Here are a few ways to help you do that. All the yum: Digital Meal Vouchers, Food Vouchers, Corporate Discounts and access to the Udemy Business platform to explore a variety of online courses.

At Delivery Hero, we believe diversity and inclusion are key to creating not only an exciting product, but also an amazing customer and employee experience. Fostering this starts with hiring -- therefore we do not discriminate on the basis of racial identities, religious beliefs, color, national origin, gender identities or expressions, sexual orientations, age, marital or disability statuses, or any other aspect that makes you, you. Just be yourself and we can’t wait to see what value you bring to the role. We're as interested in your character as we are in your talent.