Director Service Performance Management

Role Overview

• Design, implementation and overall accountability for the service performance governance framework across the Gardena division
• Lead executive-level performance reviews and ensure clear accountabilities within IT and with partners, stakeholders and other divisions
• Manage the full critical-incident lifecycle (including final approval to close P1 incidents); define standards for root-cause analysis and structural corrective actions
• Act as the central senior voice for divisional service performance within the IT operating model, influencing group-level decisions
• Define the divisional service performance strategy in close alignment with business objectives, seasonal requirements and digital priorities
• Own Gardena’s SLA/SLO framework, service tiering, KPI structure and availability targets for critical services
• Ensure an end-to-end performance view across services (Run & Change) and translate data into concrete, actionable recommendations for senior management
• Sponsor long-term stability programs and continuous improvement initiatives across applications, infrastructure and digital platforms
• Lead and develop a team of Business Engagement Managers (BEMs); set objectives, provide coaching and establish best practices in stakeholder management

Requirements

• More than 10 years of experience in IT service management / IT operations / service governance, including at least 5 years in a senior leadership role (Director / Head / leading large programs) within a global matrix organization
• Proven success leading customer
• and business-facing teams (e.g., BEMs, BRMs, Product Owners) with measurable results in prioritization, value realization and satisfaction
• Deep expertise in ITIL, incident/problem/change management, service level management, KPI/SLO design and service improvement programs; financial knowledge (Run vs. Change, TCO, cost transparency)
• Excellent track record in managing multi-vendor environments, negotiating performance with partners and leading cross-functional initiatives
• Strong executive presence and excellent communication skills — clear, fact-based and option-oriented when engaging senior business stakeholders
• Leadership capability: building high-performing teams, setting clear standards, coaching BEMs and fostering a culture of accountability and continuous improvement
• Excellent English language skills

Benefits

• Flexible and mobile working options
• Individual development opportunities and international career prospects
• Employee home purchase program
• Works council social fund
• On-site daycare in partnership with Wieland
• Occupational health management, e.g., E-GYM Wellpass