Team Leader, Service Management

• Lead, support and develop a team of service management specialists
• Oversee one or more IT service clusters, ensuring operational continuity and service quality
• Conduct SLA negotiations and annual reviews with internal and external partners
• Ensure KPI/SLA achievement through quality assurance initiatives and optimisation measures
• Coordinate task forces and manage escalations
• Drive service improvement initiatives and support operational and transformational activities
• Facilitate training for internal and external partners on processes and emerging IT topics
• Collaborate on strategic platform‑related projects
• Guarantee audit compliance, including readiness for ISO 9001 and related frameworks
• Contribute to the strategic development of service processes, frameworks, and tools
• Support senior account management with KPI implementation, service model updates, documentation and service catalogue administration

• Fluent in English
• Experienced in service delivery management within complex environments
• Skilled in stakeholder engagement, communication and intercultural collaboration
• Adept in tactical planning, operational performance analysis and process improvement
• Knowledgeable in IT service management frameworks (e.g., ITIL), enterprise processes and multi‑vendor environments
• Able to analyse complex technical issues and present information clearly to diverse audiences
• Proficient with Microsoft Office
• Holding an IT‑related or business degree, plus ITIL Foundation or equivalent practical experience

additional languages such as German considered beneficial

• Hybrid way of working: 2 days per week/ 8 per month
• Medical and dental services
• Life and hospitalization insurance
• Dedicated employee phone subscription
• Take control of your benefits and choose any of the below options: MEAL TICKETS/ PRIVATE PENSION/VACATION VOUCHERS/ CULTURAL VOUCHERS within the budget
• Special discounts for gyms and retailers
• Annual Company Bonus
• Ongoing Education
• You get to work with tried and trusted web-technology
• 23 days off
• Special Paternal Program - 4 months of paid paternity leave