IMS Team Leader

Dürr Group Services; Poznań; On-site; PLN 120,000 - 180,000; Full time

Job summary

Dürr Group Services in Poznań seeks an experienced SSC Operations Manager to lead a team of administrators across IMS processes. You will ensure timely service delivery, monitor KPIs, and drive continuous improvement in a multinational setting.

The role requires 3+ years in SSC/operations management, strong leadership, and fluency in English and German. Collaboration with IT and SSC teams will be essential to optimize automation and processes.

Qualifications

• 3+ years of SSC/operations management experience.
• Proven leadership across diverse teams.
• Strong communication in an international setting.
• Fluency in English and German.

Responsibilities

• Lead, manage, and monitor a team of administrators handling IMS processes.
• Ensure timely service delivery in line with SLAs, KPIs, and internal quality standards.
• Allocate workloads, manage resources, and monitor productivity to meet targets.
• Maintain and improve SOPs to ensure consistency, efficiency, and scalability.
• Prepare and deliver regular reports on volumes, performance, SLA adherence, and quality metrics.
• Coach, mentor, and develop team members through regular feedback and performance reviews.
• Collaborate with IT teams on automation, system integrations, and digital strategy implementation.

Skills

People Management & Leadership

Stakeholder Management

Process Excellence & Compliance

Strategy and Project Management

Education

Bachelor's or Master's in Business Administration/Finance/Supply Chain

Tools

SAP

Job description

Take on challenging tasks 2. People Management & Leadership 3. Stakeholder Management 4. Process Excellence & Compliance 5. Strategy and Project Management

• Operations and Performance Management
• Lead, manage, and monitor a team of administrators handling IMS (Indirect Materials and Services) processes.
• Ensure timely and accurate service delivery in compliance with SLAs, KPIs, and internal quality standards.
• Allocate workloads, manage resources, and monitor productivity to meet or exceed productivity targets.
• Maintain and improve standard operating procedures (SOPs) to ensure consistency, efficiency, and scalability.
• Analyze operational data, identify variances, and implement corrective actions.
• Prepare and deliver regular reports on volumes, performance, SLA adherence, and quality metrics.
• Coach, mentor, and develop team members through regular feedback and performance reviews.
• Manage team schedules, resolve staffing issues, and support the career development of employees.
• Monitor and improve engagement scores through targeted initiatives. Foster a positive, collaborative, and transparent work culture.
• Encourage continuous improvement and professional growth across the team.
• Oversee comprehensive onboarding and training programs for new hires.
• Serve as the primary liaison between internal customers, stakeholders, and SSC teams for assigned processes.
• Manage stakeholder expectations, share regular updates, and resolve issues promptly.
• Build strong relationships and ensure SSC delivery meets or exceeds client expectations.
• Take improvement action on customer satisfaction surveys results.
• Identify process gaps and implement optimization initiatives, including automation, standardization, and adoption of continuous improvement methodologies (Lean, Six Sigma, Kaizen).
• Keep all process documentation, SOPs, and operational manuals current to ensure compliance and minimize risk of knowledge lost.
• Meet internal and external quality standards and best practices, supporting audits with timely, accurate documentation.
• Track and analyze performance metrics, identify trends, and provide actionable insights to senior management for informed decision-making
• Support execution of DGS Global Strategy
• Lead transition and onboarding projects of new processes or regions into SSC operations.
• Lead organizational change and prepare staff and stakeholders for process or system shifts ensuring both process adoption and capability growth
• Collaborate with IT teams on automation, system integrations, and digital strategy implementation for measurable gains in productivity, quality, and stakeholder satisfaction.

Your skills

Qualifications & Experience

• Bachelor's or master's degree in business administration, Finance, Supply Chain, or related discipline.
• 3+ years of experience in SSC/operations management, preferably in a multinational environment.
• Proven leadership skills with the ability to manage diverse teams across functions.
• Strong understanding of SSC environment.
• Excellent communication and stakeholder management abilities in an international setting.
• Experience with process improvement methodologies (Lean, Six Sigma) would be an advantage.
• Fluency in English and German.
• Proficiency with ERP systems (SAP) and MS Office tools.

Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Leadership and team-building skills; ability to manage diverse teams.
• Stakeholder management and conflict resolution abilities.
• Process-oriented approach with attention to detail.
• Ability to adapt to changes and work in a fast-paced environment.