Job
- Level
- Lead
- Location
- Holzwickede
- Working Model
- Hybrid, Onsite
- Job Field
- IT, Support, System
- Employment Type
- Part Time/Full Time
- Contract Type
- Permanent employment
Job Summary
In this role, you will be responsible for IT support, optimize processes, develop your team, and ensure high service quality through close collaboration with various IT functions.
Job Technologies
Your role in the team
- You assume overall responsibility for internal IT support and IT Service Management within our corporate IT.
- In addition to ensuring a stable and customer-oriented end-user support, your particular focus is on leading, developing, and empowering your team.
- Together with the Infrastructure, Applications, Security, and Business departments, you will continuously develop the Service Organization and establish clear structures, responsibilities, and processes for an excellent user experience.
- You see yourself as a coach and catalyst for your employees, promoting a service-oriented culture and developing the team both professionally and personally.
- Overall responsibility for IT support across all support levels and departmental boundaries, as well as responsibility for Service Desk, Incident Management, Request Fulfillment, and end-user support.
- Management, further development, and standardization of support and service processes based on established IT service management principles.
- Ensuring high service quality, availability, response speed, and user satisfaction in daily IT operations.
- Monitoring and management of Service Level Agreements, escalations, tickets, problem cases, and continuous improvement measures.
- Close collaboration with infrastructure, application, security, and business teams to develop sustainable solutions for recurring issues.
- Responsibility for service reporting, KPI tracking, trend analysis, and management-oriented communication of service performance.
- Management of external service providers and ensuring clear roles, responsibilities, and performance management.
- Participation in IT transformation, digitization, and standardization initiatives with a focus on support excellence and service experience.
- Responsibility for the entire ITIL-based process management (Incident, Problem, Request, Change Support Processes).
- Integrate the Service Delivery function (including RCA responsibility and Major Incident decisions) organizationally into your own leadership responsibility.
- Central Single Point of Contact (SPOC) for all IT escalation issues - across team and department boundaries.
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Our expectations of you
Education
- Completed degree in Business Informatics, Computer Science, Business Administration, or a comparable qualification.
Qualifications
- ITIL certification or comparable knowledge in IT service management frameworks is desirable.
- Strong customer, service, and results orientation with a high quality standard.
- Ability to structure, standardize, and continuously improve support and service processes.
- Confident interaction with internal stakeholders, user groups, management, international teams, and external service providers.
- Strong coaching and leadership approach focused on employee development, collaboration, and continuous improvement.
- Strong communication skills, escalation management, and confident demeanor in critical situations.
- Excellent German and English language skills, both written and spoken.
Experience
- Several years of experience in internal corporate IT and collaboration with various IT functions and business units.
- Experience in leading support or service teams as well as managing external IT service providers.
- Proven experience with ITSM tools, ticketing systems, service level management, incident, request, and problem management.
- Several years of experience in leading and developing IT support or service teams.
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What we offer
- The security of a globally operating company with a sustainable growth strategy.
- Permanent employment contract and 30 days of vacation.
- Company-wide policy on remote work.
- Attractive offers through access to the Corporate Benefits portal.
- Bicycle leasing via BusinessBike.
- Flat hierarchies and unbureaucratic structures.
- Job-related, needs-based professional development and training.
- A respectful and appreciative work environment where equal opportunities are highly valued.
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Benefits
Higher Take-Home Pay
Work-Life-Integration
Health, Fitness & Fun
Topics You Will Work On
Job Locations
About Your Employer
Sonepar Deutschland GmbH
Sonepar Germany is the market leader in German electrical wholesale and distributes electrical goods from leading national and international suppliers to customers in the trades, commerce and industry.
Description
- Company Size
- 250+ Employees
- Founding Year
- 1969
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Electronics, Automatization, Trade
Head of IT Service Management & Support
- Location
- Holzwickede
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
