IMS Team Leader

Dürr Group; Województwo świętokrzyskie; Hybrid; PLN 150,000 - 210,000; Full time

Job summary

Dürr Group Poland is seeking an Operations and Performance Manager to lead a team of administrators handling IMS processes within a multinational SSC. You will ensure service delivery against SLAs, KPIs, and quality standards while driving continuous improvement across operations and stakeholder management.

You will mentor staff, oversee onboarding, and align process excellence initiatives with IT automation and system integrations to achieve measurable productivity gains and client satisfaction.

Qualifications

• 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.
• Fluency in English and German.
• Proficiency with ERP systems (SAP) and MS Office tools.

Responsibilities

• Lead, manage, and monitor a team of administrators handling IMS 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 SOPs for consistency 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 career development.
• Monitor and improve engagement scores; foster a positive, collaborative work culture.
• Oversee onboarding and training programs for new hires.
• Serve as the primary liaison between internal customers, stakeholders, and SSC teams.
• Manage stakeholder expectations, share updates, and resolve issues promptly.
• Build relationships to ensure SSC delivery meets client expectations.
• Take improvement actions on customer satisfaction survey results.
• Identify process gaps and implement optimization initiatives (Lean, Six Sigma, Kaizen).
• Keep process documentation up to date to ensure compliance and minimize knowledge loss.
• Meet internal and external quality standards and support audits with timely documentation.
• Track and analyze performance metrics to provide insights for senior management.
• Support execution of the Global Strategy and lead onboarding projects for new processes or regions.
• Lead organizational change and collaborate with IT on automation and system integrations.

Skills

Communication

Analytical thinking

Leadership

Stakeholder management

Detail-oriented

Bilingual English/German

Education

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

Tools

SAP

MS Office

Job description

Your Tasks

1. 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.

2. People Management & Leadership

• 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.

3. Stakeholder Management

• 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.

4. Process Excellence & Compliance

• 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

5. Strategy and Project Management

• 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.