Team Lead Service Management (German/English speaker)

Team Leadership & Development

• Lead, mentor, and develop a high-performing Service Management team, fostering a culture of continuous learning.

• A highly motivated, customer-centric team capable of operating with high autonomy.

• Ensure clear communication and alignment of global strategies across other departments and the wider organization.

Process Ownership & ITIL

• Own and continuously refine core ITSM processes (Incident, Problem, Change, and Request Management).

• Minimized system downtime and significantly improved first-time resolution rates.

Provider & SLA Management

• Manage external Managed Service Providers (MSPs) and ensure strict adherence to SLAs and XLAs (Experience Level Agreements).

• A collaborative and high-quality partnership with external vendors aligned with business needs.

• Support Team Leads and Heads of Department by providing insights on budgets, SLAs, and KPIs.

Continuous Improvement

• Analyze service metrics (KPIs), identify bottlenecks, and drive the automation of support workflows.

• Increased operational efficiency and faster resolution times across all service touch points.

• Several years of proven experience in IT Service Management (ITSM) and initial leadership experience. (Essential)

• Deep understanding of ITIL frameworks (preferably ITIL v4); familiarity with agile methodologies (Scrum, Kanban). (High)

• Solid hands-on experience with modern ITSM platforms such as Jira Service Management. (Important)

• Excellent communication and stakeholder management skills, with a strong customer-first mindset. (Critical)

• Professional proficiency in English & German is required