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

Client: Enpal GmbH

Location: Berlin, Germany

Job Category: Other

EU work permit required: Yes

Job Reference: f3d05ba65cf3

Job Views: 3

Posted: 16.07.2025

Expiry Date: 30.08.2025

Job Description:

Leadership and Team Management:

• Manage and lead the IT Support Manager, IT Support team, and IT On/Off-boarding Coordinator.
• Provide strategic guidance, coaching, and support for high-quality, user-focused IT services.
• Set performance expectations aligned with service standards and business needs.
• Foster collaboration across IT functions to ensure seamless support experiences.

IT Service Desk Ownership:

• Oversee daily IT service desk operations, ensuring efficient incident resolution.
• Improve ticket handling processes and workflows using tools like Jira Service Management.
• Analyze ticket data and feedback for service improvements.

Employee Onboarding and Offboarding:

• Own onboarding/offboarding processes, ensuring proper provisioning and deprovisioning of assets and access.
• Collaborate with HR, Facilities, and Security for seamless onboarding and compliant offboarding.
• Maintain documentation and reporting for these processes.

IT Asset and Inventory Management:

• Work with hardware coordinators to ensure accurate inventory and device lifecycle management.
• Oversee hardware deployment and retirement.

Service Delivery Strategy and Governance:

• Define and implement IT service standards and policies based on ITIL or similar frameworks.
• Track and report on KPIs and SLAs.
• Ensure compliance with security and organizational standards.

User Satisfaction and Continuous Improvement:

• Monitor and improve end-user satisfaction through surveys and analytics.
• Identify and address gaps in service delivery.
• Lead initiatives to enhance the digital workplace experience.

Technical Skills and Experience:

• 7+ years in IT service delivery or operations, with 3+ years in leadership.
• Strong background in ITSM frameworks like ITIL; certification preferred.
• Experience managing service desks, onboarding/offboarding, and asset management.
• Familiarity with Microsoft Office 365, Intune, Jamf, Entra, Jira, and hardware ecosystems.

Leadership and Soft Skills:

• Exceptional leadership and team development skills.
• Strong customer service and communication skills.
• Analytical mindset with a focus on continuous improvement.
• Ability to thrive in a fast-paced environment.

Qualifications:

• Bachelor’s degree in IT, Computer Science, Business, or related field.
• ITIL v4 certification or equivalent preferred.
• Project management certification (PMP, PRINCE2) is a plus.
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