Head of IT Services (fmx)

Enpal B.V.; Berlin; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading solar energy company in Berlin seeks an experienced IT Service Delivery Manager to lead the IT Support team, ensuring high-quality and user-focused IT services. The ideal candidate will have over 7 years of experience, including 3 years in a management role, with a strong focus on ITSM frameworks like ITIL. You will play a critical role in enhancing team performance, improving onboarding processes, and ensuring compliance with security standards. A bachelor's degree in IT or related field and ITIL v4 certification are preferred.

Leistungen

Hybrid working model

Modern office facilities

Team events and activities

Qualifikationen

• 7 years of experience in IT service delivery or IT operations.
• At least 3 years in a leadership or management role.
• Strong background in ITSM frameworks such as ITIL.

Aufgaben

• Manage the IT Support team and IT On/Off‑boarding Coordinator.
• Oversee daily IT service desk operations and incident resolution.
• Continuously improve ticket handling processes and workflows.

Kenntnisse

IT service delivery

IT operations management

Leadership in IT

Customer service orientation

Analytical mindset

Ausbildung

Bachelor’s degree in Information Technology or related field

ITIL v4 certification

Project management certification (e.g., PMP)

Tools

Jira Service Management

Microsoft Office 365

Intune

Jamf

Entra (Azure AD)

Jobbeschreibung

Responsibilities

• 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.
• 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 such as Jira Service Management.
• Analyze ticket data and user feedback to identify trends, recurring issues, and opportunities for service improvements.
• 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.
• 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).
• 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.
• 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 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.
• Educational & Credential Requirements:
  
  • Bachelor’s 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.

Additional Information

• Work at Germany’s 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 community? Even after the pandemic we offer you a hybrid working model.
• We fulfil every startup cliché – in our modern office in Berlin‑Friedrichshain you’ll 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, you’ll 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 colour, 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

Vacancy: 1