Team Lead Service Delivery (m/f/d)

As the Team Lead Service Delivery at Sixt, your primary responsibilities include championing best practices in service delivery, minimizing service disruptions, overseeing a small team of experts, and fostering collaboration between various technical teams. You'll also educate on process excellence methodologies and track service delivery performance based on key performance indicators (KPIs).

To qualify for the Team Lead Service Delivery role at Sixt, you should have a university degree in Business Administration, Information Technology, or a related field. Proven experience in team leadership, service management, and process improvement are essential, alongside a strong technical background in infrastructure and software engineering.

At Sixt, professional growth for the Team Lead Service Delivery includes opportunities for continuous learning, collaboration with diverse teams, and involvement in innovative projects. You'll also have access to a work-life balance policy that includes flexible hours and 30 days of vacation, further enhancing your development and well-being.

The work environment for the Team Lead Service Delivery at Sixt is collaborative and innovative, with a focus on cutting-edge technology and self-developed systems. You will work in a supportive environment with modern facilities such as a gym, recreational areas, and office perks that promote a healthy work-life balance.

Key skills for success in the Team Lead Service Delivery role at Sixt include excellent communication, presentation, and interpersonal skills, alongside a strong understanding of service management disciplines. The ability to inspire teams and translate complex processes into actionable solutions is crucial for achieving high standards of service quality.

In service delivery management, I prioritize tasks by assessing their urgency and impact on service quality. I use frameworks such as SLA compliance and customer feedback to determine priority, ensuring the team focuses on critical issues without neglecting continuous improvement efforts.

My experience with ServiceNow and automation tools involves implementing service management processes that improve efficiency. I'm adept at configuring workflows and utilizing automation features to streamline incident management and reporting, which significantly enhances service delivery.

I approach conflicts within my team by fostering open communication and encouraging team members to express their perspectives. I facilitate discussions to uncover underlying issues, focusing on collaborative solutions that align with our goals while maintaining a positive team dynamic.

One example of a process improvement I implemented was automating the incident resolution workflow, which reduced resolution times by 30%. By analyzing incident data, I identified repetitive tasks and collaborated with the team to develop automation scripts, enhancing efficiency and user satisfaction.

To motivate my team, I focus on cultivating a positive work environment and recognizing individual contributions. I encourage professional development opportunities, set achievable goals, and celebrate successes, fostering a sense of ownership and team spirit that drives performance.

I ensure compliance with service level agreements by actively monitoring performance metrics and fostering accountability within the team. Regular reviews and feedback sessions help maintain awareness of SLA requirements, while proactive measures are taken to address any discrepancies.

I utilize various tools, such as dashboards and reporting systems within ServiceNow, to track service delivery performance. These tools provide real-time insights into KPIs, trends, and areas for improvement, facilitating data-driven decision-making and continuous enhancement of service quality.

I stay updated with industry trends in service management by participating in professional forums, attending conferences, and following relevant publications. Engaging with a network of peers allows me to exchange insights and best practices that can be applied to enhance our service delivery approach.

In a challenging situation where we faced a major system outage, I led my team by swiftly facilitating a task force focused on resolution. Through clear communication and fast decision-making, we identified the issues, coordinated with technical teams, and restored service while keeping customers informed throughout the process.

Service excellence to me means delivering consistent, high-quality service that exceeds customer expectations. It involves understanding customer needs, maintaining open communication, and ensuring that all team members are aligned towards achieving exceptional outcomes in every interaction.