About our partner

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On behalf of our partner Douglas, we seek the best talent to join rindus. Douglas is a retail company for beauty, health and cosmetic products in 19 European countries. We are collaborating to improve their main product channel, their e-commerce. With the company headquarters in Düsseldorf (Germany), you will work in a distributed team from our office in Málaga (Spain).

What you’ll be doing

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

- A highly motivated, customer‑centric team capable of operating with high autonomy.

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

Process Ownership & ITIL

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- Own and continuously refine core ITSM processes (Incident, Problem, Change, and Request Management).

- Minimize system downtime and significantly improve first‑time resolution rates.

Provider & SLA Management

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- Manage external Managed Service Providers (MSPs) and ensure strict adherence to SLAs and XLAs (Experience Level Agreements).

- Collaborate with external vendors to maintain high‑quality partnership aligned with business needs.





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

- Analyze service metrics (KPIs), identify bottlenecks, and drive the automation of support workflows.

- Increase operational efficiency and faster resolution times across all service touch points.

What you’ll bring

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- Several years of proven experience in IT Service Management (ITSM) and initial leadership experience. (Essential)

- Deep understanding of ITIL frameworks (preferably ITIL v4); 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 & German is required.

What we offer

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- Being part of dynamic and highly motivated international multicultural team of skilled professionals.

- Versátil working model: You can choose the work model that fits your lifestyle (At office, hybrid or full remote).

- Flexible schedules with core working hours.

- Private health insurance from day 1.

- English and German language classes. xqbhyrx

- A young and ambitious team that knows when to work but also when to have fun (Pizza day, Summer event, Malaga Tech Games, etc).

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📌 Team Lead Service Management (German/English speaker) (España)
🏢 Rindus
📍 España