Service & Performance Team Lead / Department Manager

MediaMarktSaturn Plattform Services GmbH; el Prat de Llobregat; Presencial; EUR 50.000 - 70.000; Jornada completa

Descripción de la vacante

A leading retail group's service provider in El Prat de Llobregat is seeking an experienced Performance Management professional. The role involves designing and owning the continuous improvement framework, monitoring performance, and managing service levels. Ideal candidates have extensive experience in Performance Management within shared services, and must excel in stakeholder alignment and reporting. Fluency in English is required, Spanish is a plus, fostering a diverse work environment.

Formación

• 6–8+ years in Performance Management/Continuous Improvement within GBS/Shared Services or global functions.
• Hands‑on experience defining and governing SLAs, OLAs, KPIs, and service catalogs.
• Advanced ability to build and operate reporting systems/dashboards.

Responsabilidades

• Design and own the GBS continuous improvement framework.
• Monitor service performance and drive performance dialogues within GBS units.
• Lead employee engagement strategies across GBS units.

Conocimientos

Performance Management

Continuous Improvement

Quantitative Analysis

Stakeholder Alignment

Customer-Centric Mindset

Descripción del empleo

MediaMarktSaturn Global Business Services Spain is the International Financial Hub that provides services to MediaMarktSaturn Retail Group.

Our mission is to provide administrative, accounting, financial and other transversal services to MediaMarktSaturn Retail Group different companies. We believe in a diverse workforce and that is why today at MediaMarktSaturn Global Business Services we are almost 400 employees from 35 different nationalities, speaking more than 20 different languages.

Diversity is quality!

Key responsibilities

• Design and own the GBS continuous improvement framework (how we approach the continuous topic in GBS)
• Design framework and demonstrate the value created by GBS (saving, efficiencies, scalability & quality improvements)
• Together with all GBS units identify performance gaps and drive improvements initiatives (e.g. automation, digitalization, process optimization) from an independent framework perspective
• Benchmark GBS performance against best practices and markets standards
• Establish Service Level Agreement (SLA), KPIs and OLA with business units
• Define, maintain, and communicate the GBS service catalogue
• Bring GBS departments together to ensure correct definition of KPIs, roles & responsibilities
• Monitor service performance and drive performance dialogues within GBS units
• Act as the interface to countries and business units for performance discussions, track service delivery against agreed SLAs and KPIs, and ensure regular reporting in GBS leadership meetings
• Ensure GBS KPIs have an efficient and reliable reporting system
• Provide regular performance dashboard/reports to stakeholders
• Lead employee engagement strategies across GBS units
• Run regular service reviews and feedback loops with partners

Decision rights

• Propose SLA adjustments & changes based on changes in scope, responsibilities & obligations
• Decide needed members to participate in the definition of KPIs and roles/responsibilities
• Propose new KPIs together with their Roles & responsibilities
• Decide the correct Reporting systems for KPI based on business needs
• Propose the right employee engagement strategies
• Propose the right set up of communication strategies for GBS and external partners

Requirements

• 6–8+ years in Performance Management/Continuous Improvement within GBS/Shared Services or global functions
• Hands‑on experience defining and governing SLAs, OLAs, KPIs, and service catalogs
• Data & reporting: advanced ability to build and operate reporting systems/dashboards; strong quantitative analysis skills
• Process improvement: proven track record leading automation, digitalization, and end‑to‑end process optimization initiatives
• Cross‑functional influence: ability to align multiple stakeholders and orchestrate without direct authority
• Languages: fluent English, Spanish is a plus
• Governance & change: experience implementing performance frameworks, rituals, feedback loops, and change management
• Change enablement: experience designing communication/training plans to embed new KPIs and processes
• Mindset: customer‑centric, results‑oriented, systems thinking, and continuous learner