Team Leader Service Management (m/f/d)

You take over the professional and disciplinary leadership of our IT service management team You develop employees individually and promote constructive, value-adding cooperation You ensure high service quality and consistent customer orientation You control and optimize IT service management processes based on established standards and best practices You are responsible for compliance with agreed service levels and defined quality indicators You analyze key figures and take appropriate measures to continuously improve our services You coordinate cooperation between IT specialist teams, internal contacts, customers and other stakeholders You support the control and escalation of critical incidents and ensure a structured processing You identify optimization and automation potentials and accompany their implementation You create meaningful evaluations and reports for customers and management You actively contribute your ideas to the further development of our service organization and ITSM processes

Multiannual professional experience in IT service management (ITSM) or in a comparable IT service environment Experience in disciplinary leadership as well as in the coordination and professional management of teams, ideally for an IT service provider Knowledge and practical experience with ITIL as well as established IT service management processes and methods Experience in handling SLAs, KPIs and quality indicators Embossed customer and service orientation Communication strength and a binding, professional occurrence Structured, solution-oriented and independent mode of operation Ability to keep track of and make decisions even in challenging situations Joy in cooperation with different teams and stakeholders readiness to question processes critically and continuously develop Very good knowledge of German and English An IT-oriented training, a study or a comparable qualification complete your profile

Work-Life-Balance: Flexible working hours and mobile work for optimal reconciliation of work and private life Recreation period: 30 days vacation per year and additional work-free days on 24.12. and 31.12.2026 Attractive remuneration: Annual salary and bonus round, employer-funded occupational pensions Efficient cooperation: Flat hierarchies with duz culture and short decision paths Latest hardware: MacBook or Windows laptop as well as iPhone with dual SIM Future security: permanent employment contract in a future-oriented IT company Career and development: Individual support through our career model, our planned training catalogue and regular development talks Mobility: Cars for private use – also available as electric vehicle Modern working environment: state-of-the-art offices with ergonomic equipment in a central location with direct connection to bus and train Parking: Free parking nearby JobRad: Fund for leasing rate Team and Events: Stadium Experience Mainz 05, Summer Festival, Bowling, Online-Quiz and more