You will take on both disciplinary and functional leadership and consistently promote a goal
and solution-oriented work culture
You are responsible for the strategic setup and scaling of our service organization, including defining efficient international processes and locations
You will structure and manage our support levels (1st to 3rd level) and ensure and further develop our Service Level Agreements (SLAs)
You use data-driven reporting and analyses of operational KPIs to derive targeted measures for continuous process optimization
With foresight, you drive digital transformation by continuously advancing our internal systems and ticketing platform
You manage the expectations of different customer groups – from facility managers to asset managers – across the entire building lifecycle
In critical incidents or complaints, you act confidently in escalation management and find sustainable solutions

You bring solid technical understanding of building services engineering (TGA), HVAC (HLK), MSR technology (measurement, control & regulation) and building automation
Thermodynamics knowledge and an affinity for modern IoT technologies (especially LoRaWAN) characterize your profile
You have a strong IT and transformation affinity as well as a quick grasp of complex interrelationships
Your working style is defined by a high degree of independence, structure and a pronounced sense of responsibility
You have the ability to prepare and explain complex technical issues in an understandable way for non-technical audiences
Confident presence in management meetings and client presentations is a given for you
You are strong in communication in German and English (written and spoken) and combine customer orientation with assertiveness

Workplace: A modern open-desk office in a central location in Aachen with good public transport connections, parking spaces and bicycle parking
Remote share: We are very flexible – the amount of remote work is determined by the position and can, depending on the role, also mean 100% home office
Working hours: We offer trust-based working hours and flexible schedules for optimal work–life integration
Vacation: With 30 days of vacation per year we ensure you have enough time for rest and personal breaks
Team spirit & events: We value closeness, especially because many colleagues work remotely. Therefore we meet at regular events such as kick-offs, the Christmas party, summer parties or joint workations
Activity: Join our table soccer league or take part in joint runs, football matches, volleyball and other sporting activities
Pension provision: We invest in your long-term perspective. In our company pension plan (bAV) we pay the maximum possible employer contribution for a maximally secured future
Bonus: You contribute to our success. That’s why we include you directly with an annual bonus payment
Language courses: Take advantage of funded language courses if you want to improve your English, German or French. We are also happy to arrange additional languages on request

Head of Service & Operations – m/w/d

Key skills