Squad Lead – Global Helpdesk (m/f/d)

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. 

 

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).  

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!