End User Services Team Lead - Europe d/f/m - #2223747

End User Services Team Lead - Europe d/f/m

• Standort(e):
• Essen, NW, DE, 45141

RWE Supply & Trading GmbH

, permanent

Department Insights

End User Services (EUS) delivers a wide-range of services to >25,000 RWE users globally across all Operating Companies, including Desktop PC’s, Laptops, Tablets, Monitors, Mobiles and Printers . EUS provides all 1st level IT support including the global service desk, service bars, remote support, on-site engineer support, and specialist technical support to Lignite, Trading, and Board Level Executives.

The EUS teams are co-located with the RWE Businesses in UK, EU, APAC and USA. We are committed to continually improving services with a focus on end-to-end user centricity. Working across the entire IT Infra organisation we deliver scalable workplace solutions to be used anytime, anywhere by RWE around the world. Together with our IT Managed Service Partners, we implement attractive, innovative and cost effective services that are easily and intuitively used by all RWE employees. We are environmentally conscious through reducing waste and providing sustainable reusable services.

As the Team Lead for Europe you would be responsible for IT services used across the continent, leading a team of 15 internal FTE and managing outsourced services provided by major multinational partners.

We are seeking a determined and assertive leader with strong abilities to effectively guide and manage challenging teams. You will be expected to spend the majority of your time on-site in Essen and travel to other RWE locations

If you are looking to join a diverse global team who empowers & entrusts, provides visibility across the RWE Group, supports personal development, and provides opportunities for career progression then this might be the right role for you!

Your future plans

• Leading a Team of 15 FTE delivering end user services to all RWE Users across continental Europe
• Taking responsibility for the quality, efficiency, performance & support of all on-site IT end user services across the RWE locations, including Desktop PC’s, Laptops, Tablets, Monitors, Mobiles and Printers
• Gaining visibility and awareness across RWE Operating Companies with a wide range of Senior IT & Business Stakeholders
• Driving external managed service providers to ensure positive end-to-end user experience for standard IT services
• Deliver specialist technical services to Lignite, Trading, and Board Level Executives to support Business Critical Users
• Support key RWE events including Supervisory Board Meetings & Annual General Meetings
• Defining IT budget, forecasting, and managing actual spend with head of department and IT Controlling. Being cost conscious by continually improving efficiency and user experience
• Cost controlling by review and approval of invoice content for services delivered by external managed service suppliers
• Enabling and supporting key projects including M&A’s, new locations and technology transformations
• Supporting the "Growing Green” of the RWE Businesses in the European region, including development projects and enablement/expansion of RWE locations
• Ensuring Business expectations are understood, managed and delivered for all IT Infrastructure end user facing services. Dealing with escalations, praises and complaints from Senior RWE stakeholders
• Continuously work on team-building and maintaining a high level of motivation and an overall productive atmosphere
• Working collaboratively with colleagues from across IT Infra, IT teams from across RWE and Group-wide functions including IT Procurement, Cyber Security, and IT Controlling
• Work closely with IT Procurement for commercial activities, including vendor selection and contract changes
• Responsible for health and safety of all personnel working in office and industrial locations, including those that fall under the German federal mining act for personnel working directly under area of responsibility (internal and external)
• IT contact for Dawn Raid procedures in all RWE locations in Europe
• Role located on-site in Essen with frequent travel to RWE &/or Supplier locations as required

Your powerful skills

• Strong leader with experience of managing diverse teams
• Previous relevant experience in IT operational & management roles
• Good understanding of the Energy industry, with previous experience of working across the value-chain
• In-depth knowledge and experience of ITIL V4, certified to foundation level or higher
• Strong technical knowledge base with understanding of key IT components and architecture especially in area of Workplace and connectivity
• Financial & commercial acumen with experience of managing 3rd party providers
• Ability to drive change, thinking creatively ‘outside the box’ to deliver innovative and effective strategies that work end-to-end
• Able to influence and work effectively in multiple cultures and range of stakeholders up to and including Board level Executives
• Ability to efficiently manage various and conflicting business demands
• Managing stakeholders up to Executive level
• Good communication skills in English & German (essential)
• Experience of working in a variety of countries and cultures
• Customer-centric and solutions orientated outlook
• Excellent negotiation and influencing skills

Advantageous, but not a must

• Experience of working for multiple RWE Companies (RWE Power / RWE Supply & Trading / RWE Renewables / RWE AG / RWE Generation)
• Understanding of the German Federal Mining act
• Project / Programme management experience and proven track record
• Relationship / account management experience from an IT and/or business perspective
• Proven ability to be innovative and creative

What we value most is passion, willingness to learn and a determined and resilient work ethic. So, if you can’t display all of the skills above we would still like to hear from you.

Benefits you can rely on

Working alongside commercial and operational teams gives you the opportunity to shape the energy business from an IT perspective! Right from the beginning, you will be making a difference within an embedded team, and this will be supplemented by a comprehensive on-the-job training.

We also offer you the following:

• Responsibilities for IT services that are a core part of RWE business operations globally
• Dynamic environment with opportunity to drive digital change and improvements
• Contribute to the energy transition and delivering carbon neutral services
• Influence, shape and improve the end-to-end customer experience
• Opportunity to be part of an evolving Infrastructure team
• Future opportunity to diversify within our Infrastructure department
• Daily interaction with key customers across all RWE OpCo’s
• Working closely with multi-national external service providers
• Encouraged to innovate and deliver tactical and strategic initiatives

• Working in one of the most interesting business contexts – a mixture of energy trading and IT!
• Competitive salary and benefits package plus annual discretionary bonus
• Open and diverse company culture
• Flexible working hours and hybrid working possible