Descripción de la oferta
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).
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