IT Service Manager

The impact of technology in retail is a game changer affecting every retailer from small, local shops to retail giants.

Working at Retail Consult means being at the center of this industry in transformation.

As specialists in technology solutions for retail, we provide solutions strategy, implementation, deployment, training, and support services for clients across a range of retail segments including fashion, grocery, pharmacy, do it yourself, telecommunications, and electronics.

Work, train and learn with a growing team with over 400 people based in Portugal, the US, Germany, Brazil, Mexico, Chile, Spain and Argentina who are transforming the business of retailers across the globe.

• We are currently seeking for an
• IT Service Manager to join our growing CMS team in

Hamburg, Germany .

What we are offering

• The opportunity to join a growing company with people passionate about their work in an international environment;
• The opportunity to work with best-in-breed methodologies, tools, and techniques;
• Training and Mentoring/Talent Development programs;
• Full package of Salary, perks, and benefits (Health Insurance, mobile allowance, and others);
• Extra days off;
• Partnerships with local businesses.

What you’ll be doing

• Design and implement the Service Desk for European Client in alignment with organizational and customer objectives;
• Work in transition from Application Development team to Shared Service IT center;
• Ensure compliance with contractual SLAs, OLAs, and KPIs through effective service governance;
• Act as the senior client-facing representative for operational governance, escalations, and executive reviews;
• Lead and develop leadership teams (L1 and L2/L3 Coordinators);
• Oversee operational performance, including incident management, service requests, problem management, and major incidents and act proactively for continual improvement;
• Establish governance with Vendor Management framework, ensuring operational execution by the L1 team;
• Manage the operational budget, cost optimization and service delivery activities using the development planning;
• Drive continuous improvement initiatives and service maturity aligned with ITIL best practices.

What we are looking for

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience);
• Proven experience in a senior management role within Service Desk or IT Operations environments;
• Strong knowledge of ITIL processes (strategy, transition, design and delivery and CSI) and service management;
• Demonstrated experience managing multi-tier support teams (L1, L2, L3);
• Strong client-facing, communication, and stakeholder management skills;
• Proficiency in

English is mandatory .

• Proficiency in

German is mandatory .

• Experience in Retail Market and/or Oracle Retail as Service Manager/Operation Manager.

What would be a plus

• ITIL certification (Intermediate or Expert preferred);
• Experience in outsourced or multi-client service environments;
• Strong background in Vendor and Financial Management;
• Ability to build and maintain C-level relationships.
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