IT Service Delivery Manager

Your responsibilities

• Lead and develop a Service Desk team of 13 employees across Denmark and Germany, fostering collaboration, motivation, and professional growth.
• Ensure smooth daily operations and effective scheduling.
• Optimize incident, major incident, and problem management processes to ensure timely resolution and continuous improvement.
• Identify and implement opportunities for automation and process optimization.
• Monitor service performance and use metrics to improve processes and user satisfaction.
• Collaborate with 2nd and 3rd level support to handle complex incidents and share knowledge.
• Act as a coach and role model, providing 1:1s, feedback, and support for your team’s growth and engagement.
• Maintain regular presence at our sites in Flensburg and Fredericia to stay connected with both teams.

Your profile

• 2–5 years’ experience leading IT Service Desk or IT operations teams, ideally across multiple locations.
• Strong knowledge of ITIL processes and experience in incident and problem management.
• Hands-on experience with automation and continuous process improvement.
• Fluency in English and either German or Danish.
• Passion for coaching teams, improving workflows, and making IT support more effective.
• ITIL certification and experience in a global company are considered a plus.

What we offer

• A key leadership role with real impact on how IT services are delivered.
• The opportunity to develop people, processes, and automation initiatives.
• An open, international, and collaborative work environment.
• Flexibility to work across our Flensburg and Fredericia sites.
• A forward-looking IT organization with room for your ideas and professional growth.

Ready to apply? For questions about the position, feel free to contact Director of IT Operations Susan Sølvbjærg at sussoe@dlg.dk. Applications are reviewed on an ongoing basis, so we encourage you to apply as soon as possible. We look forward to hearing from you!