Service Management Team Lead (ITSM)

TL;DR

Service Management Team Lead (ITSM): Leading and developing a Service Management team to optimize e-commerce operations for a beauty retail leader with an accent on ITSM process ownership and vendor management. Focus on refining ITIL frameworks, managing MSPs via SLAs/XLAs, and automating support workflows to reduce system downtime.

Location: Málaga, Spain (Flexible: Onsite, Hybrid, or Remote)

Company

Douglas (via hirify.global) is a leading retail company for beauty, health, and cosmetic products operating across 19 European countries.

What you will do

• Lead, mentor, and develop a high-performing, autonomous Service Management team.
• Own and continuously refine core ITSM processes, including Incident, Problem, Change, and Request Management.
• Manage external Managed Service Providers (MSPs) ensuring strict adherence to SLAs and XLAs.
• Collaborate with Team Leads and Heads of Department on budgets, SLAs, and KPIs.
• Analyze service metrics (KPIs) to identify bottlenecks and drive automation of support workflows.

Requirements

• Proven experience in IT Service Management (ITSM) and initial leadership experience.
• Deep understanding of ITIL frameworks (preferably v4) and agile methodologies (Scrum, Kanban).
• Hands-on experience with modern ITSM platforms, specifically Jira Service Management.
• Strong communication and stakeholder management skills with a customer-first mindset.
• Professional proficiency in English and German.

Culture & Benefits

• Flexible working model: choice between office, hybrid, or full remote.
• Flexible schedules with established core working hours.
• Private health insurance provided from day one.
• Gym sponsorship and professional language classes in English and German.
• International, multicultural team environment with regular social events and activities.