Manager IT Support EU / APAC (m/f/d)

Manager IT Support EU/APAC

Locations: In Germany – Berlin, Bonn, Cologne, Frankfurt/Main, Hamburg, Munich.

The Manager IT Support EU/APAC is a key member of the Global IT Support Group within the global IT organization at Simon‑Kucher.

This role leads the EU/APAC support team, contributing to the global incident management function and ensuring consistent service delivery across all European and APAC offices.

Responsibilities

• Lead and manage daily IT support operations across Europe and APAC region, ensuring alignment with global IT standards, operational procedures, and service delivery expectations.
• Serve as the primary regional escalation point, coordinating with global IT support teams to resolve complex issues and ensuring transparent communication regarding service levels, incidents, and upcoming changes.
• Monitor service quality, ticket queues, and KPIs to identify trends, address recurring issues, and drive operational improvements, while developing and maintaining reporting standards in collaboration with Global IT Support management.
• 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.
• Identify skill gaps and implement development plans to drive continuous improvement within the team, fostering a collaborative, service‑oriented culture.
• Oversee staffing, workload distribution, and service coverage planning to meet regional requirements while supporting global support workflows.
• Promote and enforce consistent adherence to global IT standards, best practices, and governance requirements across all team activities while balancing local business needs.
• Build strong relationships and collaborative partnerships with key stakeholders across Europe and APAC, including senior management, managing partners, office managers, HR, finance, regional business representatives, partners, and office leaders.
• 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.

Qualifications

• Master’s degree in Information Technology, Computer Science, Engineering, Business Administration, or a related technical discipline.
• 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.
• 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.
• Proven track record of partnering with cross‑functional business stakeholders, such as HR, finance, and senior leadership across regional offices.
• Strong leadership and people development skills, ability to motivate, coach, and hold team members accountable.
• Strong expertise in ITIL principles, incident management, service request workflows, escalation processes, and service management systems; ITIL certification preferred.
• Demonstrated success in enhancing service delivery, implementing process improvements, developing performance KPIs, identifying recurring issues, and driving implementation.
• Hands‑on experience with modern endpoint management tools in enterprise environments and experience translating business requirements into IT solutions.
• Strong stakeholder management, clear communication skills, high organizational awareness, and ability to engage both technical and non‑technical audiences.
• Demonstrated ability to balance flexibility for business needs with adherence to global IT standards, with a resilient, proactive approach and a high level of integrity, ownership, and accountability.
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