Head of IT Service Delivery (f/m/x)

Leadership and Team Management: 

• Directly manage and lead the IT Support Manager IT Support team and IT On/Off-boarding Coordinator. 
• Provide strategic guidance coaching and support to ensure a consistent high-quality user-focused IT service across all touchpoints (support onboarding hardware lifecycle). 
• Set clear performance expectations and objectives for each role aligning them with overall service delivery standards and business needs. 
• Foster collaboration across all IT functions (Infrastructure Security Operations) to maintain seamless and proactive user support experiences. 

IT Service Desk Ownership: 

• Oversee daily IT service desk operations ensuring incidents service requests and problems are resolved efficiently and in line with SLAs. 
• Continuously improve ticket handling processes workflows and escalation paths using tools like Jira Service Management. 
• Analyze ticket data and user feedback to identify trends recurring issues and opportunities for service improvements. 

Employee Onboarding and Offboarding: 

• Own the IT onboarding and offboarding process ensuring timely provisioning and deprovisioning of IT assets access rights and user accounts. 
• Collaborate with HR Facilities and Security to deliver seamless new hire onboarding experiences and compliant offboarding procedures. 
• Develop and maintain documentation checklists and reporting for onboarding/offboarding operations. 

IT Asset and Inventory Management: 

• Work closely with the IT Hardware Coordinator and Lead IT Assets Management to ensure accurate inventory tracking device lifecycle management and availability of IT equipment. 
• Oversee the timely preparation deployment and retirement of IT hardware (e.g. Lenovo laptops MacBooks smartphones meeting room equipment). 
• Service Delivery Strategy and Governance: 
• Define and implement IT Service Delivery standards policies and best practices based on ITIL or equivalent frameworks. 
• Set measurable objectives for service delivery performance continuously tracking and reporting on KPIs and SLAs. 
• Ensure that IT services are aligned with compliance requirements security standards and organizational goals. 

User Satisfaction and Continuous Improvement: 

• Actively monitor and drive improvements in end-user satisfaction through surveys direct feedback and service analytics. 
• Identify gaps in service delivery and implement initiatives to enhance user experience and IT operational efficiency. 
• Lead or participate in cross-functional initiatives to improve the overall digital workplace experience. 

Qualifications :

Technical Skills and Experience: 

• 7 years of experience in IT service delivery or IT operations with at least 3 years in a leadership or management role. 
• Strong background in IT service management (ITSM) frameworks such as ITIL; ITIL certification (e.g. ITIL v4 Foundation or higher) is preferred. 
• Practical experience managing IT service desks onboarding/offboarding processes and asset lifecycle operations. 
• Familiarity with enterprise IT environments including Microsoft Office 365 Intune Jamf Entra (Azure AD) Jira Service Management and hardware ecosystems (Windows macOS iOS Android). 

Leadership and Soft Skills: 

• Exceptional leadership and people management skills with a passion for developing and mentoring teams. 
• Strong customer service orientation with excellent communication and interpersonal abilities. 
• Analytical mindset with a continuous improvement focus and ability to use data to inform decisions. 
• Ability to thrive in a dynamic fast-paced environment with strong organizational and prioritization skills. 

Qualifications: 

• Bachelors degree in Information Technology Computer Science Business Administration or a related field. 
• ITIL v4 certification or equivalent service management credentials strongly preferred. 
• Project management certification (e.g. PMP PRINCE2) is a plus. 

Zustzliche Informationen :

• Work at Germanys first green unicorn and play an active role in shaping the solar energy revolution. 
• The sun shines all over the world - at Enpal you will find a highly motivated and diverse team with more than 65 different nationalities. 
• Would you rather keep your pet at home or your colleagues in the office communityEven after the pandemic we offer you a hybrid working model. 
• We fulfill every startup clich - in our modern office in Berlin-Friedrichshain youll find everything your heart desires from a table tennis table and yoga corner to a rooftop terrace and stocked drinks fridge. 
• Your start at Enpal - Get to know the company your team colleagues and our founder Mario on your onboarding day. 
• Stay up to date - Whether its company figures at our monthly all-hands meetings or how a photovoltaic system works at Lunch & Learn youll always be in the know. 
• Energy transition only works together - At Enpal you can expect a legendary team spirit and unforgettable team events. 
• No progress without mistakes - We have a strong feedback culture and grow with your input.

At Enpal we are proud of the diversity of our team. No decisions are made on the basis of skin color religion or religious belief ethnic or national origin nationality gender identity sexual orientation disability or age either during the recruitment process or during the employment relationship. Enpal stands for a safe workplace and takes action against discrimination and harassment of any kind.

Remote Work :

No

Employment Type :

Full-time