IT Service Manager

On behalf of our partner Douglas, we seek the best talent to join rindus. Douglas is a retail company for beauty, health and cosmetic products in 19 European countries. We are collaborating to improve their main product channel, their e-commerce. With the company headquarters in Düsseldorf (Germany), you will work in a distributed team from our office in Málaga (Spain).

• Design and optimise end-to-end IT service and support processes, including stakeholder alignment and documentation.
• Coordinate and manage multiple service providers and ensure adherence to SLAs and quality standards.
• Monitor and report on service performance; prepare regular reports and presentations for internal and external stakeholders.
• Drive continuous improvement by identifying process inefficiencies and implementing corrective actions.
• Support the team lead with contract management and vendor negotiations.
• Act as the interface between technical experts and service agents to foster collaboration and service excellence.
• Collaborate as a key member of project teams during IT service rollouts and transformations.
• Handle escalation processes professionally and ensure resolution pathways are followed.
• Maintain a high level of customer satisfaction through proactive service delivery and communication.

• A university degree in technical, economic or related disciplines.
• 3+ years of experience in IT service management or a similar role.
• Strong understanding of IT service management frameworks (e.g., ITIL) and service quality assurance.
• Excellent communication skills, with the ability to manage diverse stakeholders and teams.
• Fluent in German and English (written and spoken) — both are mandatory.
• Proven skills in negotiation and conflict resolution.
• Strong analytical thinking and solution-oriented mindset.

Being part of a dynamic and highly motivated international multicultural team of skilled professionals.  
⚖️ Working model: remote
⛱ 23 holiday days. 
✔️ DKV private health insurance from day 1. 
⛹ Gym Sponsorship. 
✏️ English, German and Spanish language classes. 
✊ A young and ambitious team that knows when to work but also when to have fun (Pizza day, Summer event, Padel Tournaments, etc).


If you're passionate about service quality, process excellence, and stakeholder collaboration — and you’re ready to lead the way in IT support management — we’d love to meet you!