Lead IT Service Management Team – ITIL, EN/DE

Rindus; León; Híbrido; EUR 55.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private health insurance

Hybrid or remote options

English & German language classes

Descripción de la vacante

rindus in León is looking for a Team Lead Service Management (German/English speaker) to join our distributed team supporting a leading beauty retailer. You will lead a customer‑centric Service Management group, shaping ITIL‑based processes and driving performance.

You will own Incident, Problem, Change, and Request Management; oversee external MSPs and SLAs; mentor Heads of Department and teams, and push automation and KPI improvements across the service touchpoints.

Formación

• Several years of proven experience in IT Service Management (ITSM) and initial leadership experience.
• Deep understanding of ITIL frameworks (preferably ITIL v4); familiarity with agile methodologies (Scrum, Kanban).
• Excellent communication and stakeholder management skills, with a strong customer-first mindset.

Responsabilidades

• Lead, mentor, and develop a high-performing Service Management team, fostering a culture of continuous learning.
• Own and continuously refine core ITSM processes (Incident, Problem, Change, and Request Management).
• Manage external Managed Service Providers (MSPs) and ensure strict adherence to SLAs and XLAs (Experience Level Agreements).
• Analyze service metrics (KPIs), identify bottlenecks, and drive the automation of support workflows.

Conocimientos

ITSM

Leadership

ITIL v4

English & German

Stakeholder management

Herramientas

Jira Service Management

Descripción del empleo

rindus in León is looking for a Team Lead Service Management (German/English speaker) to join our distributed team supporting a leading beauty retailer. You will lead a customer‑centric Service Management group, shaping ITIL‑based processes and driving performance.

You will own Incident, Problem, Change, and Request Management; oversee external MSPs and SLAs; mentor Heads of Department and teams, and push automation and KPI improvements across the service touchpoints.