Team Lead Service Management (German/English speaker)

About us

Hey!

Get ready to set sails and navigate the rindus wave

We're rindus, a People company. We love IT professionals and our passion is to help and empower our crew to get the best out of themselves, unfold their full potential, and help them grow.

Because growth is in our mindset, we're doing it since 2017, closely with our European Partners, helping them shape their software development teams.

So far, we have 200 crew members of 21 different nationalities sailing with us in the open seas. We're expanding our team and looking for a new rinder to get on board. Are you the next to be reeled in?

About our partner

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

Team Leadership & Development

• 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

• Own and continuously refine core ITSM processes (Incident, Problem, Change, and Request Management).
• Minimized system downtime and significantly improved first-time resolution rates.

Provider & SLA Management

• Manage external Managed Service Providers (MSPs) and ensure strict adherence to SLAs and XLAs (Experience Level Agreements).
• A collaborative and high-quality partnership with external vendors aligned with business needs.
• Support Team Leads and Heads of Department by providing insights on budgets, SLAs, and KPIs.

Continuous Improvement

• Analyze service metrics (KPIs), identify bottlenecks, and drive the automation of support workflows.
• Increased operational efficiency and faster resolution times across all service touch points.

What you'll bring

• 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

• Being part of dynamic and highly motivated international multicultural team of skilled professionals.
• Competitive compensation package.
• Flexible 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.
• Gym Sponsorship.
• English and German language classes.
• A young and ambitious team that knows when to work but also when to have fun (Pizza day, Summer event, Malaga Tech Games, etc).