Leadership and Team Management: <ul><li>Directly manage and lead the IT Support Manager, IT Support team and IT On/Off-boarding Coordinator. </li><li>Provide strategic guidance, coaching, and support to ensure a consistent, high-quality, user-focused IT service across all touchpoints (support, onboarding, hardware lifecycle). </li><li>Set clear performance expectations and objectives for each role, aligning them with overall service delivery standards and business needs. </li><li>Foster collaboration across all IT functions (Infrastructure, Security, Operations) to maintain seamless and proactive user support experiences. </li></ul>IT Service Desk Ownership: <ul><li>Oversee daily IT service desk operations, ensuring incidents, service requests, and problems are resolved efficiently and in line with SLAs. </li><li>Continuously improve ticket handling processes, workflows, and escalation paths using tools like Jira Service Management. </li><li>Analyze ticket data and user feedback to identify trends, recurring issues, and opportunities for service improvements. </li></ul>Employee Onboarding and Offboarding: <ul><li>Own the IT onboarding and offboarding process, ensuring timely provisioning and deprovisioning of IT assets, access rights, and user accounts. </li><li>Collaborate with HR, Facilities, and Security to deliver seamless new hire onboarding experiences and compliant offboarding procedures. </li><li>Develop and maintain documentation, checklists, and reporting for onboarding/offboarding operations. </li></ul>IT Asset and Inventory Management: <ul><li>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. </li><li>Oversee the timely preparation, deployment, and retirement of IT hardware (e.g., Lenovo laptops, MacBooks, smartphones, meeting room equipment). </li><li>Service Delivery Strategy and Governance: </li><li>Define and implement IT Service Delivery standards, policies, and best practices based on ITIL or equivalent frameworks. </li><li>Set measurable objectives for service delivery performance, continuously tracking and reporting on KPIs and SLAs. </li><li>Ensure that IT services are aligned with compliance requirements, security standards, and organizational goals. </li></ul>User Satisfaction and Continuous Improvement: <ul><li>Actively monitor and drive improvements in end-user satisfaction through surveys, direct feedback, and service analytics. </li><li>Identify gaps in service delivery and implement initiatives to enhance user experience and IT operational efficiency. </li><li>Lead or participate in cross-functional initiatives to improve the overall digital workplace experience. </li></ul>

Clean energy for everyone - that is our dream at Enpal. Whether renting or buying, we offer the solar solution in an uncomplicated, quick and flexible manner. From the solar system, the power storage to the wallbox and the intuitive app, we at Enpal offer the worry-free package. Biggest advantage: Enpal gives you six months to decide on the rental or purchase option. Maximum flexibility is guaranteed at a fixed price and without a deposit or reservation fee. We want to build the largest renewables community in Europe. According to the motto &ldquo;digital, decentralized and 100% renewable&rdquo;, our heart beats for the rapid development of a unique company and the fight against the climate crisis. We are only just beginning our journey to becoming the largest energy company in Europe. That's why we're looking for talented people who will accompany us on this path, leave their mark and celebrate successes with us. With us you will find a dynamic working environment, as well as the space to develop yourself and use your strengths. As the first green unicorn in Germany and the fastest-growing energy company in Europe (FT1000 Ranking 2022 by Financial Times &amp; Statista), we are continuing to advance our mission of green energy for everyone. Be part of this success story and change the world together with us! Apply now: www.enpal.de/jobs

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

Leadership and Team Management:&nbsp;<ul><li>Directly manage and lead the IT Support Manager, IT Support team and IT On/Off-boarding Coordinator.&nbsp;</li><li>Provide strategic guidance, coaching, and support to ensure a consistent, high-quality, user-focused IT service across all touchpoints (support, onboarding, hardware lifecycle).&nbsp;</li><li>Set clear performance expectations and objectives for each role, aligning them with overall service delivery standards and business needs.&nbsp;</li><li>Foster collaboration across all IT functions (Infrastructure, Security, Operations) to maintain seamless and proactive user support experiences.&nbsp;</li></ul>IT Service Desk Ownership:&nbsp;<ul><li>Oversee daily IT service desk operations, ensuring incidents, service requests, and problems are resolved efficiently and in line with SLAs.&nbsp;</li><li>Continuously improve ticket handling processes, workflows, and escalation paths using tools like Jira Service Management.&nbsp;</li><li>Analyze ticket data and user feedback to identify trends, recurring issues, and opportunities for service improvements.&nbsp;</li></ul>Employee Onboarding and Offboarding:&nbsp;<ul><li>Own the IT onboarding and offboarding process, ensuring timely provisioning and deprovisioning of IT assets, access rights, and user accounts.&nbsp;</li><li>Collaborate with HR, Facilities, and Security to deliver seamless new hire onboarding experiences and compliant offboarding procedures.&nbsp;</li><li>Develop and maintain documentation, checklists, and reporting for onboarding/offboarding operations.&nbsp;</li></ul>IT Asset and Inventory Management:&nbsp;<ul><li>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.&nbsp;</li><li>Oversee the timely preparation, deployment, and retirement of IT hardware (e.g., Lenovo laptops, MacBooks, smartphones, meeting room equipment).&nbsp;</li><li>Service Delivery Strategy and Governance:&nbsp;</li><li>Define and implement IT Service Delivery standards, policies, and best practices based on ITIL or equivalent frameworks.&nbsp;</li><li>Set measurable objectives for service delivery performance, continuously tracking and reporting on KPIs and SLAs.&nbsp;</li><li>Ensure that IT services are aligned with compliance requirements, security standards, and organizational goals.&nbsp;</li></ul>User Satisfaction and Continuous Improvement:&nbsp;<ul><li>Actively monitor and drive improvements in end-user satisfaction through surveys, direct feedback, and service analytics.&nbsp;</li><li>Identify gaps in service delivery and implement initiatives to enhance user experience and IT operational efficiency.&nbsp;</li><li>Lead or participate in cross-functional initiatives to improve the overall digital workplace experience.&nbsp;</li></ul>

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

About the Job

About the Company

Enpal

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