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Lead and manage daily IT support operations across Europe and APAC, ensuring alignment with global standards and service delivery expectations. Manage a distributed team of specialists and serve as the primary regional escalation point for complex technical issues.
Regional IT Support Manager (EU/APAC)
In Poland - Hybrid or fully remote
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.
The position collaborates closely with other IT teams - including IT Operations, IT Office Integration, IT Security and Compliance, and the CTO Office to align activities with global standards, tools, and procedures ensuring compliance, fosters integration, and drives effective cross-regional collaboration.
What makes us special:
- Become part of a unique entrepreneurial team. Think independently, use your initiative, and take some risks. Entrepreneurship is a powerful force that drives the growth not only of our firm but our clients and people.
- Unlock the power of opportunity. Advance your career in a thriving company that creates positive impact. We invest in your professional development every step of the way.
- Enjoy balance and flexible working. Be empowered to do your best work – whether it’s remotely or in the office.
- Prioritize your health and wellbeing. No matter where you live, we offer a competitive suite of health benefits to help keep you and your loved ones safe.
- Work in a values-driven culture. At Simon-Kucher, our vision is to become the world's leading growth specialist. Our values guide the way we do business and communicate our distinctiveness. They sum up what we stand for, influence our culture, and drive how and why we do things.
How you will create an impact:
- 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.
Your profile:
- 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.
If you’re interested, and if you’d like to offer your skills and commitment to our international team, then we would be pleased to receive your application.
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About Simon-Kucher
Simon-Kucher is a global consultancy with more than 2,200 employees in 30+ countries. Our sole focus is on unlocking better growth that drives measurable revenue and profit for our clients. As a trusted commercial advisor, we combine deep consulting expertise, growth specialization, and technology to scale impact. We optimize every lever of commercial strategy – product, pricing, innovation, marketing, sales, and digital – based on deep insights into what customers value and are willing to pay for. With over 40 years of experience in monetization, we are regarded as the world’s leading commercial growth and pricing specialist. simon-kucher.com
We believe in building a culture that embraces diversity, equity, and inclusion, creating an environment in which our people feel valued, are able to be themselves and feel their contribution matters. If we get that right, remarkable things will happen; people will grow faster, innovate, feel valued, and create better outcomes for everyone – our people, our clients and, of course, our business.
Your personal contact:
Katarzyna Donmez
Katarzyna.Donmez@simon-kucher.com
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