Team Lead Service Management (German/English speaker)

rindus Technology S.L; Málaga; Híbrido; EUR 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private health insurance from day 1

Gym sponsorship

English and German language classes

Team culture events

Descripción de la vacante

rindus Technology S.L. is seeking a seasoned IT Service Management leader in Málaga to head a global, customer-centric Service Management team. You will mentor, drive key ITSM processes, and ensure high autonomy across a distributed setup.

Responsibilities include aligning strategies, managing external MSPs, and delivering data-driven improvements to SLAs and KPIs, with English and German proficiency required.

Formación

• Several years of proven experience in IT Service Management and initial leadership roles.
• Deep understanding of ITIL v4 and familiarity with agile methodologies (Scrum, Kanban).
• Solid hands-on experience with Jira Service Management and modern ITSM platforms.

Responsabilidades

• Lead, mentor, and develop a high-performing Service Management team.
• Ensure a customer-centric team with high autonomy.
• Align global strategies across departments and the wider organization.
• Own and refine ITSM processes (Incident, Problem, Change, Request).
• Manage external MSPs and ensure SLAs and XLAs are met.
• Collaborate with vendors to align with business needs.
• Support leaders with budgets, SLAs, and KPIs.
• Analyze service metrics and drive automation to boost efficiency.

Conocimientos

ITSM leadership

ITIL v4

Jira Service Management

Stakeholder management

English proficiency

German proficiency

Herramientas

Jira Service Management

Descripción del empleo

Full-time

About us

We are a People company that empowers IT professionals. Since 2017 we have helped European partners build high‑performing software development teams. We are expanding and looking for a new team member.

About our partner

On behalf of Douglas, a retail company for beauty, health and cosmetic products in 19 European countries, we aim to improve their e‑commerce main product channel. Headquarters in Düsseldorf (Germany), work in a distributed team from our office in Málaga (Spain).

What you'll be doing

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

Ensure a customer‑centric team capable of high autonomy.

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

Own and continuously refine core ITSM processes (Incident, Problem, Change, and Request Management) to minimize downtime and improve first‑time resolution rates.

Manage external MSPs and ensure strict adherence to SLAs and XLAs.

Collaborate with external vendors to align with business needs.

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

Analyze service metrics, identify bottlenecks, and drive automation of support workflows to increase efficiency and speed.

What you'll bring

• Several years of proven experience in IT Service Management and initial leadership experience. (Essential)
• Deep understanding of ITIL frameworks (preferably ITIL v4) and 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 and German is required.

What we offer

• Dynamic and highly motivated international multicultural team of skilled professionals.
• Competitive compensation package.
• Flexible working model: choose office, hybrid or full remote.
• Flexible schedules with core working hours.
• Private health insurance from day 1.
• Gym sponsorship.
• English and German language classes.
• Team culture with work and fun balance (Pizza day, Summer event, Malaga Tech Games, etc).