Regional IT Support Manager (EU/APAC)

Our requirements

• Education: Master’s degree in Information Technology, Computer Science, Engineering, Business Administration, or a related technical discipline.
• Professional Experience: At least 8 years of experience in IT support or end-user services, including a minimum of 4 years in a leadership or managerial capacity.
• Global Corporate Environment & Collaboration: Extensive experience operating within global corporate environments, managing distributed teams, adhering to standardized IT processes, and collaborating effectively with global IT teams and related departments to align processes, share knowledge, and coordinate support activities.
• Cross-Functional Stakeholder Management: Proven track record of partnering with cross-functional business stakeholders, such as HR, Finance, and senior leadership across regional offices, while navigating structured reporting lines and fostering collaborative relationships with both local and global counterparts.
• People Leadership & Development: Proven ability to manage multi-location support teams and collaborate effectively with geographically dispersed staff, supported by solid leadership and people development skills, including the ability to motivate, coach, and hold team members accountable.
• ITIL & Service Management Expertise: Strong expertise in ITIL principles, incident management, service request workflows, escalation processes, and Service Management systems, including the design, implementation, and governance of IT service delivery processes (ITIL certification preferred).
• Service Delivery & Process Improvement: Demonstrated success in enhancing service delivery, implementing process improvements, developing performance KPIs, identifying recurring issues, proposing improvements, and driving implementation.
• Endpoint Management & IT Solutions: Hands-on experience with modern endpoint management tools in enterprise environments and experience translating business requirements into IT solutions while effectively communicating technical constraints and standards.
• Communication & Organizational Skills: Strong stakeholder management capabilities, clear and confident communication skills, high organizational awareness, and the ability to engage both technical and non-technical audiences while navigating competing priorities across business and IT functions.
• Personal Effectiveness: Demonstrated ability to balance flexibility for business needs with adherence to global IT standards, combined with a resilient, proactive approach and a high level of integrity, ownership, and accountability in decision-making and service delivery.

Your responsibilities

• Regional IT Support Operations: Lead and manage daily IT support operations across the Europe and APAC region, ensuring consistent alignment with global IT standards, operational procedures, and service delivery expectations.
• Service Management & Escalation Coordination: Serve as the primary regional escalation point, coordinate closely with global IT support teams to resolve complex issues, and ensure transparent and effective communication regarding service levels, incidents, and upcoming changes.
• Service Quality, KPIs & Reporting: Monitor service quality, ticket queues, and KPIs to identify trends, address recurring issues, and drive operational improvements, while developing and maintaining reporting standards to enable continuous service improvement in close collaboration with Global IT Support management.
• People Leadership & Development: Manage and develop a distributed team of eight IT Support Specialists across Cologne, Paris, London, and Singapore by establishing clear goals, providing regular feedback, conducting structured performance reviews, and ensuring the team understands its mission and complies with the IT organization’s vision and values.
• Team Development & Service Culture: Identify skill gaps and implement development plans to drive continuous improvement within the team, while fostering a collaborative, service-oriented culture with a strong focus on effective service delivery.
• Staffing & Service Coverage Planning: Oversee staffing, workload distribution, and service coverage planning to meet regional requirements while supporting global support workflows.
• IT Standards & Best Practices: Promote and enforce consistent adherence to global IT standards, best practices, and governance requirements across all team activities while balancing local business needs.
• Stakeholder Management: Build strong relationships and collaborative partnerships with key stakeholders across Europe and APAC, including senior management, Managing Partners, Office Managers, HR, Finance, the designated regional business representative for IT, partners, and office leaders.
• Continuous Improvement & Stakeholder Feedback: Collect stakeholder feedback regularly to understand business needs, identify improvement opportunities, and collaborate with global IT teams and local business stakeholders to improve support processes, tools, and overall service quality.

About the project

This is how we organize our work

Please remember to submit your application in English.

What we offer

• A stable employment contract (please note that we do not offer B2B contracts).
• Private medical insurance in the highest package fully paid by the employer (VIP Allianz).
• Multisport card fully financed by the employer.
• Annual bonus (dependent on the evaluation).
• Employee referral program.
• Remote work subsidy of €500 to start, then monthly bonus for utilities.
• International Travel Safety card.
• Access to LinkedIn Learning and Headspace.
• Employee Assistance Program (EAP).
• Microsoft Workplace Discount Program.
• Access to an online platform offering exclusive discounts and special offers from well-known brands.
• Birthday book for the employee.
• Internal Learning&Development Department with more than 5 000 different training courses.
• Our office is pet-friendly, so feel free to bring your furry friend to work and enjoy their company throughout the day!
• Extended Business Travel Option - opportunity to extend your business trips and stay a little longer to explore some of Europe’s most exciting cities.

Benefits

• private medical care
• remote work opportunities
• flexible working time
• integration events
• mobile phone available for private use
• computer available for private use
• extra social benefits
• sharing the costs of tickets to the movies, theater
• holiday funds
• employee referral program

Recruitment stages

• 1.
  Meeting with Recruiter
• 2.
  Case study meeting
• 3.
  Meeting with a Supervisor&Team

Simon-Kucher Core Business Services Sp. z o. o.