Team Lead Service Management (f/m/x) - #2735499

Our Service Management team within Group Technology makes sure that the technology services of the DOUGLAS Group run reliably, efficiently and with the user in mind. Our colleagues at headquarters, in around 1,900 stores and in our online business all rely on this.

We are looking for you as Team Lead Service Management to lead our team and take our service processes to the next level. In this role, you combine responsibility for stable service operations with developing your team and continuously improving our processes based on best practices. Would you like to support people, measurably improve processes and make service quality visible? A committed team is looking forward to welcoming you.

TASKS WITH IMPACT

• You ensure the smooth operation of our service processes within Group Technology, in particular incident, problem and change management
• Monitoring Service Level Agreements and Key Performance Indicators, you make sure they are met. You make the results transparent through reports and presentations to department and executive management
• Continuous development and standardisation of our service processes based on best practices such as ITIL is a key part of your role
• As a leader, you support your team members individually, coach them and hold regular development and feedback conversations
• Planning staff deployment, holidays and team capacities with foresight, you make sure service operations are covered at all times
• Building a motivating team culture, you initiate team-building activities and embed a strong service orientation within the team
• In close collaboration with internal departments, external service providers and customers, you manage stakeholders. For complex service requests or complaints, you are the escalation point
  
  

Your Skills

• You hold a degree in computer science or business informatics, or a comparable qualification with relevant professional experience
• Solid experience in service management is part of your background, particularly in incident, problem and change management
• Ideally, you already have leadership experience, whether functional or disciplinary, and enjoy supporting team members in their development
• Best practice frameworks such as ITIL are familiar to you. An ITIL certification is desirable
• Analysing metrics such as Service Level Agreements and Key Performance Indicators, you derive suitable measures. You present the results in a way that suits the audience, including senior management
• In escalation situations, you keep track of the bigger picture, prioritise in a structured way and work with everyone involved to find viable solutions
• You communicate confidently in German and English, both spoken and written
  
  

DO YOU RECOGNIZE YOURSELF?

Then become part of our international company and apply, stating your salary expectations and possible starting date.

As an international employer, we stand for equal opportunities and diversity. We therefore welcome applications from mothers, fathers, people with disabilities and people from the LGBTQIA+ community. Please let us know if, for example, we should use a gender-neutral pronoun, if you need barrier-free access to our offices or if we should allow more time for the application process.

We look forward to hearing from you!

About The DOUGLAS Group

The DOUGLAS Group, with its commercial brands DOUGLAS, NOCIBÉ, Parfumdreams and Niche Beauty, is the number one omnichannel premium beauty destination in Europe. The DOUGLAS Group is inspiring customers to live their own kind of beauty by offering a unique assortment online and in around 1,970 stores. With unparalleled size and access to customers, the DOUGLAS Group is the partner of choice for brands and offers a premium range of selective and exclusive brands as well as own corporate brands. The assortment includes fragrances, color cosmetics, skin care, hair care, accessories as well as beauty services. Strengthening its successful omnichannel positioning while consistently developing superior customer experience is at the heart of the DOUGLAS Group strategy “Let it Bloom”. The winning business model is underpinned by the Group’s omnichannel proposition, leading brands, and data capabilities. In the financial year 2024/25, the DOUGLAS Group generated sales of 4.58 billion euros and employed more than 19,900 people across Europe. The DOUGLAS Group (Douglas AG) is listed at the Frankfurt Stock Exchange.