Squad Lead - Global Helpdesk (m/f/d)

About us

Passion for food. Hunger for tech. We make METRO digital.  

Today technology is driving the world. And at METRO.digital we are driving the technology for one of the leading international wholesalers specializing in food - METRO. From e-commerce to checkout, to delivery software, we work on a wide range of products to make each day a success for our customers and colleagues. With passion and ownership, we build the future of wholesale.    

Are you striving to create smart solutions for customers around the globe? You want to grow in a flexible environment? Let the right career opportunity find you and join us!  

TOM transformation:  

TOM describes the desired state of our organization’s operational capabilities and functions. It provides a vision for the future state of the business, explaining how the company needs to operate to deliver its strategy and achieve its business goals efficiently. The TOM outlines how various elements like processes, technology, governance, and people should interconnect and interact to deliver value. It serves as a roadmap for implementing organizational change and transformation.

At METRO, we are progressing our digitalization journey, and as part of the transformation enabled by the TOM ecosystem, we are introducing new leadership roles to bring this vision to life.

Job Description

Global Helpdesk is part of a cross-functional solution support Global Center that acts as a backbone between Business and Technology. 

Within the Global Helpdesk, we are looking for a Lead for the Helpdesk Squad for Metro Germany. The squad’s mission is to enable Metro Germany’s business to perform at its best by delivering reliable, user-focused and proactive Helpdesk support, resolving issues efficiently and continuously improving the employee experience. 

How will you make an impact? 

We are looking for dedicated individuals to join our team as a Squad Lead. In this role you are responsible for maximizing the business outcome of the squad and achieving squad KPIs as agreed on with the Platform Lead resulting from the ABR/QBR process. 

As Squad Lead you act as primary point of contact for stakeholders, gather feedback and manage expectations to ensure alignment with business goals. You will drive the future workplace environment for all our METRO employees worldwide and have functional leadership responsibility for the squad members. 

Your Responsibilities: 

Lead the Squad with Clear Ownership & Accountability 

• Shape the transformation of the workplace environment to implement our cloud strategy and ensure a seamless state-of-the-art experience for our employees. 
• Take full responsibility for the squad’s outcomes including solution & service lifecycle, costs, benefits, and business impact. 
• Translate business needs into actionable squad strategies, ensuring the team is working on solutions and services that meet customer needs, platform mission and business objectives. 
• Stay up to date with market or technical trends and industry developments to identify opportunities for growth and improvement and integrate them into solutions and services discussions. 
• Steer and manage our external service partner and ensure operational stability. 
• Offer ongoing functional leadership to squad members, providing the guidance and support necessary to deliver high-quality solutions and services. 

Manage Squad Backlogs & Roadmaps 

• Own the execution and delivery of squad objectives (from ABR/QBR process), ensuring work translates into measurable business value. 
• Responsible for managing and prioritizing the squad's solution and service backlog and ensuring that epics/user stories are created well and aligned with the overall business strategy.
• Develop and continuously update detailed roadmaps that outline the planned work for the squad, ensuring alignment with strategic goals as agreed on with the Platform Lead. 

Own Stakeholder Engagement and Dependency Resolution 

• Actively align with Platform Leads, Skill Chapter Leads, other Squads and Countries to drive seamless collaboration. 
• Take ownership of dependencies and risks, solving cross-team challenges before they impact delivery. 
• Identify and resolve dependencies with other Squads, ensuring joint impact on METRO’s business goals. 

Qualifications

Required key competencies and

qualifications

• 6+ years of work experience in area of expertise;  
• High level of expertise regarding area specific content;  
• Experience in managing digital products (e.g. creating and executing product strategies) in a complex and dynamic environment;  
• Demonstrated experience in a matrix organization functional leadership role;  
• Experience in leading of the delivery of IT topics;  
• Demonstrated experience in management of topics combining business and IT needs;  
• Very good fluency in English and German (written and verbal).    

Additional Information

What we offer at METRO.digital?

Benefits and Agreements of the entity of the contract apply. 

Let´s connect soon. Apply for the role now!