Lead IT Service Delivery (m/w/d)

Lead IT Service Delivery role responsible for the operational IT service and support across Arsipa Group subsidiaries and sites, including 1st- and 2nd-level support, ticket handling, escalation management, and continuous service quality improvements. Drives standardization and scalable IT service processes (onboarding, offboarding, workstation provisioning, access management, hardware lifecycle, and service requests). Manages and coordinates external service providers and nearshoring resources, defines and tracks SLAs/KPIs, and reports on service performance to the VP IT Service & Security. Leads a decentralized IT support team, shapes a group-wide service catalogue, and collaborates with central IT functions and subsidiaries to implement standardized services and scalable operating models. Office in Berlin with hybrid setup (home office day) and central office near Kochstraße; fluent German and good English are expected.