Squad Lead/Product owner - German speaking - 4887E

The Product Owner & Squad Lead role combines customer-facing product ownership with hands-on squad leadership. The position acts as a key link between customers, service providers, and internal IT teams, while ensuring the stable and efficient operation of multiple squads.

Product Owner / Bridge Responsibilities

• Act as the primary interface between customers and the organization

• Maintain regular communication with customers, including status calls and alignment meetings

• Translate customer questions, requests, and complaints into clear, actionable solutions

• Represent the company towards customers during service escalations

• Perform provider management activities:

  • Daily interaction with service providers and their teams

  • Monitoring and analysis of KPIs and service metrics

  • Supporting the resolution of complex or escalated provider-related issues

  • Acting as a single point of contact (SPOC) between customers and providers

• Manage financial aspects, including budget-based forecasting

• Participate in incident management calls at management level when required

• Fulfil change supervisor duties (INP), planned approximately once per month

• Prepare analyses, reports, and action plans for management

• Coordinate and align activities with other organizational units (e.g. Tribe Leads, Chapter Leads, SRE, Service and Delivery roles)

• Ensure effective communication and alignment between internal and external stakeholders

Squad Lead Responsibilities:

• Lead and manage dynamically organized squads (typically 8–10 members)

• Take end-to-end responsibility for the performance and results of the squads

• Ensure the stability, reliability, and efficiency of IT services and infrastructure

• Conduct regular one-on-one meetings and performance reviews to support team development

• Foster a collaborative, inclusive, and high-performing team culture

• Ensure adherence to Agile principles and ways of working

• Promote continuous improvement through feedback and retrospectives

• Assign the right team members to incidents, change requests, and service requests based on skills and expertise

• Monitor operational KPIs and service levels

• Provide technical guidance and support, ensuring best practices in system administration, networking, and security

• Support architectural design and review of infrastructure solutions

• Stay up to date with emerging technologies and industry trends

• Act as the main point of contact between the squad and other stakeholders (e.g. Product Owners, other squads, senior management)

• Communicate progress, risks, and solutions clearly to all relevant stakeholders

• Work closely with other IT teams and Product Owners to align squad activities with business objectives

• Fluent English and German language skills (C1 level)

• Strong ITIL foundation, with extensive hands-on experience in IT service management

• In-depth understanding of the German healthcare industry, including regulatory and operational specifics

• Solid knowledge of quality, legal, and information security standards

• Proven customer management and stakeholder engagement skills, with the ability to build long-term, trust-based partnerships

• Deep expertise in incident management, particularly within frontend services (e.g. Citrix environments)

• Advanced team coordination and leadership skills, with experience managing mid-sized, cross-functional teams

• Working knowledge of Agile methodologies and ways of working

* Please be informed that our remote working possibility is only available within Hungary due to European taxation regulation.