Retarus

Head of Service & Solutions (m/f/d) - Messaging & Portals

Retarus  •  Munich, DE (Onsite)  •  2 hours ago
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Job Description

Become Head of Service & Solutions (m/f/d) - Messaging & Portals (m/f/d) at Retarus.

Retarus is a worldwide provider of cloud-based messaging solutions at enterprise scale. We serve over 40% of the companies listed on the S&P Global 100, e.g. Adidas, Bayer, SAP, BNP Paribas, Goldman Sachs, T-Systems, Swarovski & UPS, as well as governmental agencies and major players in markets across the world. Privately owned and founder-managed for over thirty years, Retarus is customer-oriented, stable, a fair employer, and a strategic business partner with a long-term vision. With some 500 employees in 19 offices on four continents, Retarus operates locally and thinks globally: our teams are organized across borders and are highly integrated. This makes Retarus a multicultural, multilingual, and engaging workplace. We are committed to creating a diverse and dynamic environment for our employees, with generous compensation, time off, and a global, collaborative workplace.

What we offer

  • Mobile working and flexible working time
  • Collaborative, diverse company culture and superior team spirit
  • Flat hierarchies and great feedback culture
  • Development opportunities & career perspective
  • International business & cross-site collaboration
  • Modern, dog-friendly offices with nice amenities
  • Company-paid health insurance, public transportation, lunch vouchers and further benefits

What you'll do

Team Leadership

  • Lead, coach and develop an international technical support team, taking responsibility for hiring, performance management and employee development.
  • Establish clear roles and responsibilities, foster a strong sense of ownership and ensure appropriate staffing and reliable 24/7 support coverage.

Customer Support & Operations

  • Take overall responsibility for technical customer support, from initial customer contact through complex L2/L3 troubleshooting and resolution.
  • Lead critical customer escalations and major incidents, coordinating technical experts and ensuring clear, effective communication with customers.
  • Oversee incident, problem and change management in accordance with ITIL principles.
  • Work closely with Service Management, Product and Engineering to resolve recurring issues and drive sustainable improvements.

Service Quality & Continuous Improvement

  • Ensure compliance with SLAs and monitor key operational metrics, including response and resolution times as well as ticket backlogs.
  • Continuously improve support processes, documentation, knowledge sharing and operational efficiency, leveraging automation and AI where appropriate.
  • Manage team resources, operational risks and external service partners.
  • Ensure compliance with relevant standards, including SOC 2, ISAE 3402 and ISO 27001, and support internal and external audits.

What you´ll need

  • Several years of experience in technical customer support, Support Engineering, IT Service Management or a comparable technical environment, ideally with a hands-on L2/L3 background.
  • Proven experience leading technical teams with direct people management responsibility, including coaching, employee development and performance management.
  • Demonstrated ability to independently manage complex customer escalations, major incidents and competing operational priorities.
  • Experience with 24/7 support operations, SLA management, operational KPIs and ITIL-based processes.
  • A solid technical understanding of business-critical services; experience in SaaS, cloud or managed services environments is an advantage.
  • Familiarity with ticketing tools such as Jira Service Management, ServiceNow or Zendesk.
  • Strong communication and decision-making skills, with the ability to stay calm and focused under pressure.
  • Fluency in both German and English, written and spoken.

Nice to have

  • Experience in telecommunications, enterprise messaging, fax or SMS services.
  • ITIL certification.
  • Familiarity with compliance frameworks and standards such as SOC 2, ISAE 3402 or ISO 27001.

What you can expect

At Retarus, you will work on impactful and dynamic projects, with real opportunities to make a difference. Our customers are leaders across diverse industries, with constantly evolving needs and high expectations. You’ll be working with cutting-edge technology and great creative leeway to meet customers’ needs – and the projects you work on will be deployed globally. Working at Retarus, you will collaborate closely with convivial, culturally diverse teammates. You will grow professionally in a dynamic and exciting workplace and design impactful solutions in real time with top companies.

Very important

Come as you are. Retarus is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

Apply via our online application portal – it’s easy and doesn’t take long. Our colleague Alissa Selman is happy to field any questions you may have: recruiting@retarus.com.

We’re looking forward to getting to know you!

Retarus

About Retarus

Digital transformation is changing processes and supply chains, products and companies, entire industries and markets. Retarus supports businesses, enabling adaptation to these changes. With cloud services for digital business communication that enable the efficient and secure exchange of information. For people, applications, and machines. This is how more efficient business processes are developed. Processes that work better, are more flexible, agile, and transparent.

Technological advances are changing day-to-day business. Everywhere. And faster than ever. Companies must act, adapt their processes, use innovation to enhance their capabilities. Communication plays a vital role. It has to be secure. Fast. Reliable. And above all, digital. And automated.

That’s exactly what has been driving Retarus since 1992. Founded on the idea of linking the LAN email system cc:Mail to the public CompuServe email network using the Retarus-developed software platform CIS:Link, Retarus is now one of the leading international providers of secure and high-performance communication for business-critical processes. Tailored to the needs of the upper middle market and international corporations. Providing cloud platforms that secure all relevant channels of business information exchange from a single source. From email and fax, to SMS and EDI. For all standards. For all industries. And ready today for what tomorrow’s business will demand. We are proud that the world’s most successful companies appreciate our contribution to their value creation relying on our services for their business communication.

Our vision is to be the global leader for enterprise-level cloud solutions, enabling business communication in a reliable, efficient, and compliant manner.

Industry
IT & Software
Company Size
201-500 employees
Headquarters
München, DE
Year Founded
1992
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