Head of Service Delivery

If you like owning client relationships and running operations, this role mixes both. You’ll steer a Luxembourg office in IT services, act as the escalation point for key accounts, and keep delivery tight to KPIs/SLA while staying aligned with global initiatives in a CSSF-regulated setup. Strategic, but still hands-on.

Your Offer:

• Salary up to €130,000 base
• €800/month car allowance
• Discretionary bonus tied to performance and company results
• Hybrid work model with a modern office in Luxembourg
• Learning budget and certifications (e.g., ITIL, Azure/M365)
• Top-tier laptop & phone with all tools covered
• Meal vouchers or similar local benefits

Your Tasks:

• Own a portfolio of financial-sector clients (banks, funds, PSF)
• Lead a local team of field engineers and keep service quality sharp
• Drive account management: stakeholder meetings, escalation management, renewals/retention
• Run service delivery day-to-day: SLA/KPI tracking, incident/problem/change (ITIL)
• Collaborate with Compliance on CSSF touchpoints and audits
• Do capacity planning, workload prioritization, and continuous improvement
• Align with global directors; execute global standards locally without siloing

Your Profile

Everything below is not a gatekeeper. If you’re close, apply.

• Strong client communication, and account management / client contact within the last 2 years
• Management / Team lead experience: 1:1s, performance management
• Background in financial services (banks, fund admins, insurers) or IT services/MSP
• Comfort with ITIL, SLA management, service reporting, and capacity planning
• Exposure to CSSF or regulated environments is helpful

Apply with or without a resume! Or send a message directly to Vincent Lüders on LinkedIn, even if you have simple questions!

- CONFIDENTIALITY GUARANTEED -

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