Team Lead - End User Services Americas

Location: Hybrid in Bogotá, Colombia

Company

B. Braun develops medical technology and healthcare solutions with a focus on innovation, efficiency, sustainability, and digital transformation.

What you will do

• Lead, coach, develop, and manage the regional End User Services team.
• Build a high-performance culture centered on teamwork, accountability, and customer satisfaction.
• Ensure efficient Service Desk and Field Service operations.
• Track and achieve agreed SLA and KPI targets.
• Act as the primary escalation point for operational service issues.
• Drive continuous service improvement and identify optimization opportunities, particularly through automation.

Requirements

• English at C1 level is required.
• Several years of experience in IT Support, Service Desk, or End User Services environments.
• Proven experience leading operational support teams.
• Strong knowledge of Incident Management and IT Service Management processes.
• Experience with ITSM tools, ideally ServiceNow.
• Experience managing SLA/KPI targets and service reporting, with strong communication and stakeholder management skills.

Nice to have

• Portuguese language skills.

Culture & Benefits

• Hybrid working model in Bogotá.
• Collaborative culture focused on constructive exchange with colleagues, customers, and partners.
• Opportunity to contribute to healthcare and digital transformation initiatives worldwide.