Head of Service Desk (m/f/d)

DOUGLAS is the leading omnichannel provider of premium beauty in Europe. The company inspires its customers to live their own kind of beauty by offering a unique assortment online and in around 1,850 stores. DOUGLAS is the partner of choice for brands and offers a selected range of exclusive brands as well as its own corporate brands. The range includes fragrances, make-up, skin care, hair care, accessories and beauty services. The corporate strategy "Let it Bloom - DOUGLAS 2026" focuses on strengthening the successful omnichannel positioning and the consistent further development of the customer experience. The successful business model is based on DOUGLAS' omnichannel offering, leading brands and data expertise. In the 2022/23 financial year, DOUGLAS generated sales of 4.1 billion euros and employed around 18,000 people across Europe.

As the Global Head of Service Desk (m/f/d), you will take on the responsibility for leading and advancing our global IT Service Desk team while supporting our locations worldwide.

Your mission: Transform an outdated support structure into a modern, agile, and service-oriented model.

In this role, you will drive process optimization, enhance the user experience, and reshape service management into a digital and future-ready organization-secure, modern, and always aligned with the needs of our teams and customers.

1. Lead and strategically develop our global Service Desk and branch support operations, including coordinating international teams.
2. Analyze, restructure, and optimize existing processes to elevate efficiency and service quality to the next level.
3. Implement modern service management tools and automation solutions to enhance ticketing and incident management.
4. Develop a forward-thinking service strategy that aligns perfectly with the requirements of our business and branches.
5. Ensure excellent support for our branches through optimized response times, clear SLAs, and targeted training programs.
6. Inspire and lead an international team of Service Desk professionals, while managing external service providers to achieve outstanding performance.
7. Foster seamless support processes through close collaboration with other IT departments and business stakeholders.
8. Establish a culture of continuous improvement (CIP) to adapt to new challenges and technologies.
9. Monitoring KPIs and performance metrics to identify opportunities for further optimization.

1. Several years of experience leading a global IT Service Desk, ideally in an international and decentralized environment.
2. Deep understanding of ITIL processes and proven expertise in their implementation and optimization.
3. Solid experience supporting branch or location networks with high service demands.
4. Strong leadership skills with a track record of success in transforming and managing change within established and outdated structures.
5. High affinity for IT technologies and automation tools, coupled with a solutions-oriented mindset.
6. Excellent communication skills with the ability to engage and align teams and stakeholders at all levels.
7. Fluent in German and English; additional language skills are an advantage.

Your personal development: we want you to grow with us. Become part of our mentoring program, use our e-learning platforms and benefit from many other individual development opportunities.

Open feedback culture: half-yearly meetings & performance reviews ()

30 days of vacation per year

Would you like a hybrid working model? We offer a balance between mobile working and office days in a collaborative environment. (approx. 8 days/month)

Cherry on top: You get our employee discount both online and in-store. On top of that, you get further discount opportunities thanks to our corporate benefits.

Do you like fitness? Then our running group and gympass are just right for you.

In-house canteen & bistro, as well as free drinks.

A positive and motivating environment & celebrating successes at regular company events such as DOClub, summer party, Women's Day, etc.

Then become part of our international company and apply, stating your salary expectations and possible starting date.

As an international employer, we stand for equal opportunities and diversity. We therefore welcome applications from mothers, fathers, people with disabilities and people from the LGBTQIA+ community. Please let us know if, for example, we should use a gender-neutral pronoun, if you need barrier-free access to our offices or if we should allow more time for the application process.

We look forward to hearing from you!