Full-time
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.
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).
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.
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Team Lead Service Management (German/English speaker) • Málaga, Andalucía, Spain
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