Service & Performance Team Lead / Department Manager Detalles del puesto | MediaMarktSaturn Ret[...]

MediaMarktSaturn; el Prat de Llobregat; Híbrido; EUR 55.000 - 75.000; Jornada completa

Descripción de la vacante

A global business services provider in Spain seeks a professional with 6–8+ years in performance management and continuous improvement. You will design frameworks, monitor service performance, and lead initiatives within GBS units. Ideal candidates will have experience in SLAs, OLAs, and reporting systems. The role promotes a hybrid work environment with various employee benefits including flexitime and wellness support.

Servicios

Hybrid telework policy

Flexitime

Canteen

Flexible compensation plan

Gympass

Formación

• 6–8+ years in Performance Management/Continuous Improvement within GBS.
• Hands-on experience with SLAs, OLAs, and KPIs.
• Ability to build and operate reporting dashboards.

Responsabilidades

• Design and own the GBS continuous improvement framework.
• Monitor service performance and track against SLAs.
• Lead employee engagement strategies across GBS units.

Conocimientos

Performance Management

Continuous Improvement

Quantitative Analysis

Stakeholder Alignment

Fluent English

Educación

Bachelor’s in Business, Economics, Engineering

Herramientas

Reporting Systems

Descripción del empleo

About Us

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. Ensure regular reporting in GBS leadership meetings
• Ensure GBS KPIs have an efficient & 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 our 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 engage 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.
• Education: Bachelor’s in Business, Economics, Engineering, or similar; Master’s is a plus.

Your benefits

• Hybrid telework policy
• Flexitime
• Canteen
• Flexible compensation plan
• Gympass
• Phisiotherapist
• Nutritionist
• And more...