RWE
Team Lead Global Services Delivery (d/f/m)
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RWE Supply & Trading GmbH, Swindon, Essen
To start as soon as possible, full time / part time, permanent
Functional area: IT / Digital
Department Insights
End user service is part of IT Infra who provide end user services and support services to the RWE Group of companies. We are responsible for supporting the operational delivery and continual improvement of End User Services across Print Lifecycle Management, Service Desk Management, and Device Hardware Management.
Your responsibilities
The role focuses on managing a team of 10 resources based across Europe. Key areas include supplier management, service performance, operational governance, stakeholder engagement, and continuous improvement to ensure high-quality, customer-focused IT services are delivered across the business.
Service Delivery & Operations
- Support the delivery of End User Services including:
- Print Lifecycle Management
- Help “Service” Desk Services
- Device Hardware Lifecycle & Logistics Management
- Monitor and manage supplier performance against SLAs, KPIs, and contractual commitments.
- Support operational governance, reporting, and service review activities.
- Coordinate onboarding/offboarding activities and GRN processes within SAP.
- Support service stability, operational performance, and customer satisfaction initiatives.
Supplier & Stakeholder Management
- Work closely with suppliers including Infosys, HP, Konika Minolta, Procurement, and IT stakeholders.
- Support supplier governance, escalation management, and service improvement activities.
- Build strong relationships with business stakeholders and support customer engagement initiatives such as service reviews and Voice of the Customer feedback.
- Support Procurement-led RFP processes for hardware and logistics vendors.
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Continual Service Improvement
- Coordinate Continual Service Improvement (CSI) initiatives with suppliers and the business.
- Identify opportunities to improve service quality, reduce risk, and increase operational efficiency.
- Proactively manage risks, issues, and improvement actions through to completion.
Financial & Project Support
- Responsible for budgeting, forecasting, and financial tracking activities for responsible services.
- Own and lead the commercial and supplier management activities for the services.
- Support internal IT infrastructure projects and all initiatives to ensure operational and business requirements are met.
Your profile
- Experience within IT Service Delivery, End User Services, or Infrastructure Operations.
- Experience managing third-party suppliers and service providers.
- Knowledge of Service Desk, Device Management, and/or Print Services operations.
- Experience working with SLAs, KPIs, reporting, and service governance.
- Strong stakeholder management and communication skills.
- Organised, proactive, and customer-focused.
- Experience supporting budgeting and operational planning activities.
Advantageous
- ITIL knowledge and certification.
- SAP experience including GRN processes.
- Experience within a global enterprise environment.
- Relevant academic degree and 5+ years of leadership experience in IT Portfolio, Program, or Delivery Management.
- Demonstrated people leadership experience, including managing and developing teams across multiple countries and cultures in complex transformation environments.
- Deep understanding of IT Infrastructure transformation and technology evolution.
- Strong execution mindset with the ability to translate strategy into measurable outcomes.
- Trusted communicator with strong stakeholder and vendor management skills.
- Excellent communication and interpersonal skills, with the ability to build trust and influence stakeholders at all organizational levels.
- Fluent in English; German language skills are an advantage.
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Our offer
- Working in a highly motivated team with a highly attractive employer.
- Various RWE benefits (e.g. Company pension scheme, Lumiland kindergarten, …).
- RWE Benefits
Apply now with just a few clicks: ad code 92867
Any questions? Vince Manning (Recruiting), vincent.manning@rwe.com
We value diversity and therefore welcome all applications, irrespective of gender, disability, nationality, ethnic and social background, religion and beliefs, age, or sexual orientation and identity. #inclusionmatters
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RWE Supply & Trading is the interface between RWE and the energy markets around the world. Approximately 2000 employees from over 50 different countries trade (renewable) electricity, (green) gas, commodities, and CO2 emission allowances. The trading entity also ensures the commercial optimisation of RWE’s power plant dispatch and markets electricity from renewables.
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