Head of Service & Operations

This is a fully remote position, open to applicants in Germany.

📋 Description

• You will assume both disciplinary and technical leadership roles while fostering a goal-oriented and solution-driven work culture.

• Your responsibilities include the strategic development and expansion of our service organization, which encompasses defining efficient international processes and locations.

• You will structure and manage our support levels (from 1st to 3rd level) and ensure the continuous improvement of our Service Level Agreements (SLAs).

• Utilizing data-driven reporting, you will analyze operational KPIs to implement targeted measures for ongoing process optimization.

• You will proactively drive digital transformation by continually enhancing our internal systems and ticketing platform.

• Managing the expectations of various customer groups — from facility managers to asset managers — throughout the entire building lifecycle will be part of your role.

• In the event of critical incidents or complaints, you will confidently engage in escalation management to identify sustainable solutions.

⛳️ Requirements

• A solid technical comprehension of building services engineering (TGA/HVAC), measurement, control and regulation (MSR) technology, and building automation is essential.

• Your profile is characterized by knowledge of thermodynamics and a strong affinity for modern IoT technologies, particularly LoRaWAN.

• You possess a robust IT and transformation orientation, with the ability to quickly understand complex interrelationships.

• Your work style is marked by high independence, structured organization, and a strong sense of responsibility.

• You can present and clarify complex technical concepts in a clear, understandable manner for non-specialists.

• A confident presence in management meetings and client presentations is expected from you.

• You are an effective communicator in both German and English (spoken and written), effectively combining customer orientation with assertiveness.

🏝️ Benefits

• Workplace: A modern open-desk office located centrally in Aachen, with excellent public transport access, parking, and bicycle facilities.

• Remote work: We offer great flexibility — the extent of remote work is determined by the role and can, depending on responsibilities, allow for 100% home office.

• Working hours: We provide trust-based working hours and flexible schedules for optimal work-life balance.

• Vacation: Enjoy 30 days of paid annual leave to ensure you have ample time for rest and personal downtime.

• Team spirit & events: We prioritize personal contact, especially as many employees work remotely. We therefore hold regular events like kick-offs, the Christmas party, summer party, or a joint workation.

• Activities: Participate in our foosball league or join group runs, football matches, volleyball games, and other sports activities.

• Retirement provision: We invest in your long-term future. For our company pension scheme (bAV), we contribute the maximum possible subsidy for a secure future.

• Bonus: Your contributions to our success are valued, and we include you in an annual bonus payment.

• Language courses: Take advantage of subsidized language courses to improve your English, German, or French. We are also willing to request additional languages on your behalf.