ph3About our partner /h3 pOn 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). /p h3What you’ll be doing /h3 ul liLead, mentor, and develop a high‑performing Service Management team, fostering a culture of continuous learning. /li liA highly motivated, customer‑centric team capable of operating with high autonomy. /li liEnsure clear communication and alignment of general strategies across other departments and the wider organization. /li /ul h3Process Ownership ITIL /h3 ul liOwn and continuously refine core ITSM processes (Incident, Problem, Change, and Request Management). /li liMinimize system downtime and significantly improve first‑time resolution rates. /li /ul h3Provider SLA Management /h3 ul liManage external Managed Service Providers (MSPs) and ensure strict adherence to SLAs and XLAs (Experience Level Agreements). /li liCollaborate with external vendors to maintain high‑quality partnership aligned with business needs. /li liSupport Team Leads and Heads of Department by providing insights on budgets, SLAs, and KPIs. /li liAnalyze service metrics (KPIs),



identify bottlenecks, and drive the automation of support workflows. /li liIncrease operational efficiency and faster resolution times across all service touch points. /li /ul h3What you’ll bring /h3 ul libSeveral years of proven experience in IT Service Management (ITSM) and initial leadership experience. (Essential) /b /li liDeep understanding of ITIL frameworks (preferably ITIL v4); familiarity with agile methodologies (Scrum, Kanban). (High) /li liSolid hands‑on experience with modern ITSM platforms such as Jira Service Management. (Important) /li liExcellent communication and stakeholder management skills, with a strong customer‑first mindset. (Critical) /li liProfessional proficiency in English German is required. /li /ul h3What we offer /h3 ul liBeing part of dynamic and highly motivated international multicultural team of skilled professionals. /li liFlexible working model: You can choose the work model that fits your lifestyle (At office, hybrid or full remote). /li liFlexible schedules with core working hours. /li liPrivate health insurance from day 1. /li liEnglish and German language classes. /li liA young and ambitious team that knows when to work but also when to have fun (Pizza day, Summer event, Malaga Tech Games, etc). /li /ul /p #J-18808-Ljbffr

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