Team Lead Enterprise Service Management

Responsibilities

• Lead, mentor, and develop the Enterprise Service Management and Service Operations team
• Hold end-to-end accountability for the ITSM/ESM platform across ITIL 4 processes
• Own the platform roadmap with a focus on AI and knowledge management
• Establish AI as an architectural principle, including conversational interfaces and multilingual virtual agents
• Govern AI usage to ensure traceability, auditability, and compliance with GDPR and EU AI Act
• Ensure integration with Microsoft 365, Saviynt/IGA, SAP, and Atlassian
• Manage vendor relationships, SLAs, and budget responsibility
• Serve as the primary contact for CTO-level and procurement stakeholders

Requirements

• Bachelor's degree in IT, Computer Science, or a related field
• 5+ years of experience leading service management or IT operations teams
• Solid ITIL 4 knowledge and hands-on experience with modern ITSM/ESM platforms
• Expertise in AI-supported service management and AI governance
• Strong knowledge management background (e.g., KCS)
• Experience integrating Microsoft 365, IAM/IGA, and SAP
• Business-fluent German and English

Preferred Qualifications

• Master's degree
• ITIL 4 or PMP certifications
• Experience working with co-determination bodies

Benefits

• Learning and development via C&A academy
• Partner Discount Scheme
• 20% employee discount in C&A stores
• 30 days' vacation
• Corporate pension scheme
• Mental health and wellness program

About the Company

C&A is one of Europe’s leading fashion retailers with over 1,300 stores in 17 European countries and more than 25,000 employees.