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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 communi
📌 Team Lead Service Management (España)
🏢 Rindus
📍 España
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