Team Lead – Process & SLA Management

Job Description

We are looking for an experienced Team Lead – Process & SLA Management to support and coordinate IT Service Management operations in a large-scale enterprise environment. The role focuses on operational excellence, SLA governance, process optimization, stakeholder management, and leadership of an international support team.

The ideal candidate combines strong ITSM process knowledge with operational leadership capabilities and experience managing distributed teams in an agile and service-oriented environment.

Responsibilities

• Lead and coordinate a team of Incident Managers and Service Operations specialists
• Ensure compliance with agreed SLAs, KPIs, OLAs, and operational governance standards.
• Drive continuous improvement initiatives across Incident Management and Service Operations processes.
• Act as escalation point for major operational issues and critical service disruptions.
• Coordinate cross-functional teams including infrastructure, applications, vendors, and business stakeholders.
• Manage operational reporting, service reviews, SLA tracking, and performance analysis.
• Ensure alignment with ITIL-based Incident, Problem, Change, and Service Management processes.
• Support operational stabilization, backlog management, and service quality improvements.
• Facilitate stakeholder communication during major incidents and service escalations.
• Coach and mentor operational team members and ensure knowledge transfer within the organization.
• Collaborate with Nearshore and Offshore teams to ensure seamless service delivery.
• Support governance meetings, operational reviews, and management reporting.

Required Skills & Experience

• Strong experience in IT Service Management (ITSM) and Incident Management environments.
• Proven experience leading operational support or service management teams.
• Strong understanding of SLA/KPI management and operational governance.
• Experience with ITIL processes, especially Incident, Problem, and Change Management. 
• Experience coordinating distributed international teams.
• Strong communication and stakeholder management skills.
• Ability to work in high-pressure operational environments.
• Experience with enterprise ticketing and monitoring tools such as ServiceNow, Jira, or Remedy.
• Strong analytical and reporting skills.
• Very good German and English language skills.

Benefits

• Medical insurance – Because your health and that of your family is our top priority. You’re covered!
• Holiday flat in Valencia – Dreaming of sunny days in Spain? Our company flat is ready for your next getaway.
• Gifts for special occasions – We love celebrating you! Expect thoughtful surprises on Easter, Women’s Day, Father’s Day, and more.
• Anniversary gifts – Each work anniversary is a milestone worth celebrating, and we’ll continue to mark every year you spend with us with a special gift.
• Team-building events – We value connection beyond work, offering engaging team experiences in great locations to inspire collaboration and fun.
• End of the year celebrations – We wrap up each year with a special celebration, filled with joy, laughter, and unforgettable moments.
• Day off on your birthday – Your special day is yours to enjoy, no work required!
• Monthly massage day – Treat yourself to a relaxing massage at the office once a month.
• Monthly themed lunch – Delicious food and great company – let’s keep sharing laughs and stories around the table each month.
• Community and social initiatives – We bring people together through activities like Bring Kids to the Office Day, donation drives, tree planting, sporting events, decorating the Christmas tree with your colleagues, celebrating new office openings, Principal33’s anniversary, Exchange Office, and more!
• Access to Udemy Learning Platform – We know growth matters, so you now have unlimited access to thousands of courses on Udemy. Develop your skills, anytime, anywhere!
• German Language Courses – We offer dedicated language courses to help you develop your German skills, supporting both personal and professional growth.
• SAP Courses – We’re preparing to launch specialized SAP training sessions to support your professional development and boost your expertise in this valuable field.
• Personal & Professional Growth – We support your development through masterclasses with experienced trainers and are open to investing in courses and training that help you grow.