About this role
The Role
As IT Infrastructure Run Manager (Tier 1 & 2 Support), you will be responsible for ensuring the effective delivery of IT Infrastructure Run services across the EMEA North Cluster, including Service Desk, Site Support and Network Run activities.
You will lead the operational delivery of Tier 1 and Tier 2 support services, ensuring performance meets agreed service levels, key metrics and business expectations. Working closely with the wider IT organisation, you will ensure alignment with global standards, ITSM processes and ITIL best practices.
The role acts as the primary point of contact for IT Infrastructure Run within the region, providing leadership, technical escalation support and clear communication across teams and business stakeholders. You will work collaboratively with other cluster and global IT teams to drive service excellence, share best practices and ensure consistent delivery of high-quality technology support services.
Key responsibilities include:
- Managing Tier 1 (user-focused) and Tier 2 (user and infrastructure-focused) support services.
- Ensuring support services meet agreed SLAs, KPIs and operational targets.
- Acting as a technical escalation point for complex issues and incidents.
- Building and maintaining strong relationships with business stakeholders.
- Collaborating with IT teams across regions to promote best practice and continuous improvement.
- Supporting the deployment of technology assets, processes and standard operating procedures.
- Ensuring effective communication with end users, stakeholders and IT teams.
- Maintaining alignment with ITIL standards, ITSM guidance and global IT policies.
- Taking accountability for the quality and delivery of technology support services within the EMEA North Cluster.
Experience
- Proven experience within IT Infrastructure, Service Management or IT Operations.
- Experience leading or managing Tier 1 and Tier 2 support functions.
- Strong understanding of Service Desk, End User Support, Infrastructure and Network support environments.
- Knowledge of ITIL principles and IT Service Management best practices.
- Experience working to and managing SLAs, KPIs and service performance metrics.
- Strong stakeholder management and relationship-building skills.
- Excellent communication and problem-solving abilities.
- Ability to work effectively across multiple teams and within a regional or global IT environment.
- Experience acting as an escalation point for technical and operational issues.
- A customer-focused approach with a commitment to continuous improvement.
Brenntag provides equal employment opportunities to qualified applicants and employees of all backgrounds and identities to create a workplace where difference is valued because it forms a resilient and more innovative organization. We do not discriminate on the basis of age, disability, gender identity, sexual orientation, ethnicity, race, religion or belief, parental and family status, or any other protected characteristic. We welcome applications from women, men and non-binary candidates of all ethnicities and socio-economic backgrounds.