Delivery & Tech Lead

zvoove

JOB DESCRIPTION We’re looking for a Head of Engineering (m/f/d) / Technical Lead (m/f/d) - someone who combines architectural vision, delivery focus, and hands-on leadership. You’ll guide multiple squads, ensure engineering quality, and help teams ship effectively while staying close enough to the code to unblock issues and keep the system moving. YOUR TASKS * Partner with Product: turn product goals into actionable, outcome-focused technical plan with a strong understanding of how modern apps and platform services interact with a grown product portfolio anchored by a mission-critical ERP  * Lead technical direction across multiple initiatives: design, trade-offs, platform evolution, and system integrity  * Own architecture: define clear technical patterns and guardrails that balance speed with maintainability  * Be the escalation point for engineers: support teams in resolving complex technical issues, with the backing of the VP of Engineering  * Raise engineering quality: strengthen testing, CI/CD, release practices, observability, and performance  * Drive operational excellence: guide incident response, security improvements, and reliability reviews  * Drive AI transformation in engineering: help your team to effectively work with AI tools through the complete SDLC * Grow teams technically: mentor tech leads and senior engineers  YOUR PROFILE * Strong hands-on cloud architecture experience (AWS preferred): scaling, load balancing, messaging, caching, and deployment automation  * Deep experience with C# / .NET and Angular; familiarity with PostgreSQL and Azure SQL. You've built and maintained backend services that integrate with complex, long-lived systems.  * Proven technical leadership - you’ve led multiple squads as a Tech Lead, Lead Engineer, or similar role  * Experience leading or contributing to the development of AI-powered products and features is considered a strong plus  * AI-assisted engineering mindset - you drive adoption across teams: context management, workflow integration, measuring impact, and continuously evolving on how your engineers work with AI.  * Full SDLC ownership: from design and CI/CD to monitoring and incident response  * Familiarity with CRM or ERP-style workflows and the constraints of mission-critical business applications  * Very nice to have: Experience with API integration into legacy/ERP systems — building stable, well-documented interfaces on top of systems that weren't designed for it  YOUR BENEFITS * Collaboration in an empathetic and appreciative team, with a passion for progressive tech solutions  * You can utilise your knowledge and personal strengths, gain further qualifications and develop yourself further  * You start with structured onboarding and learn on the job, in training sessions or in informal learning formats, e.g. zvoove Garage in interdisciplinary projects and international teams  * You have the opportunity to participate in the benefits of our hybrid work concept, which includes working in the office, home office, mobile work and workation  * A technology landscape that combines modern cloud-native services with a mature ERP platform — you'll work with both, and that's by design.  * Variety of benefits, e.g. pension scheme, health management - including employee discounts  I LOOK FORWARD TO RECEIVING YOUR APPLICATION Svenja Krüßel D-49835 Wietmarschen-Lohne Tel.: 0170-7888740 E-Mail: career@zvoove.com

Kraken

Help us use technology to make a big green dent in the universe!   Kraken powers some of the most innovative global developments in energy.   We’re a technology company focused on creating a smart, sustainable energy system. From optimising renewable generation, creating a more intelligent grid and enabling utilities to provide excellent customer experiences, our operating system for energy is transforming the industry around the world in a way that benefits everyone.   It’s a really exciting time in energy. Help us make a real impact on shaping a better, more sustainable future.   Kraken Customer   What we do: build the most AI-driven, innovative, forward-thinking platform for energy management. From optimizing resources to delivering cost-effective, exceptional customer experiences through advanced Customer Information Systems (CIS), billing, meter data management, CRM, and AI-driven communications, Kraken is powering the next wave of innovation in the energy industry.   Why we do it: future energy will not look like energy as we know it today. We need to not just think about our future, but build for it. Now.   We have been licensing Kraken for over 4 years now, transforming businesses by not only moving their customer base to our Kraken platform but also changing their operating model & ways of working. Throughout this time our team has been at the forefront of industry leading migrations whilst setting a new standard for what business transformation can look like.    You will be joining the client delivery team with Kraken working to support European clients through their technology transformation journeys, supporting long term migration projects. The Client Delivery Lead has direct responsibility managing a tech domain (billing, finance, comms..) for our client projects. This is either migrating onto our Kraken platform or managing long term technology requirements. They need to work in partnership with the technology and operational teams at Kraken as well as the client to deliver results for our client’s project or business needs.    The Client Delivery Lead has to really understand how Kraken works, understand problems or requests raised by the client and refine solutions in the best way to leverage existing and new capability. They will bring technology, people and processes together to innovate improvements for our clients. You will also support the client in adapting to ways of working that are aligned to Kraken’s development style. You will work closely with Kraken’s product managers and developers to request development needs and act as a link to the client.

AB InBev

About us AB InBev is the leading global brewer and one of the world’s top 5 consumer product companies. With over 500 beer brands, we’re number one or two in many of the world’s top beer markets, including North America, Latin America, Europe, Asia, and Africa. About AB InBev Growth Group Created in 2022, the Growth Group unifies our business-to-business (B2B), direct-to-consumer (DTC), Sales & Distribution, and Marketing teams. By bringing together global tech and commercial functions, the Growth Group allows us to fully leverage data and drive digital transformation and organic growth for AB InBev around the world. In addition to supporting well known global beer brands like Corona, Budweiser and Michelob Ultra, the Growth Group is home to a robust suite of digital products including our B2B digital commerce platform BEES, on-demand delivery services Ze Delivery and TaDa Delivery, and table top beer keg PerfectDraft. We are an exceptional team, focused on understanding and supporting consumer and customer needs, harnessing new technology, and scaling growth opportunities. Role Overview: Leading day-to-day Support operations, ensuring adherence to SLAs and quality standards, driving continuous improvement, and serving as the primary liaison between Customer, Product, Engineering, and Operations teams. This role carries significant leadership responsibilities, with a strong focus on operational excellence, process management, incident management, stakeholder engagement, and clear, business-oriented communication.  This position is assigned to the second shift, working Monday through Friday, from 4:00 PM to 1:30 AM. Key Responsibilities Team Leadership & Coverage * Structure and coordinate Support team schedules, including shift planning, coverage balance, and on-call rotations. * Manage team roster and ensure service continuity across business hours and after-hours escalations. * Assist with hiring processes (interviews), access provisioning, and onboarding of new team members. * Facilitate daily operations (ceremonies/rituals, routines), remove blockers, and maintain alignment to goals and delivery standards. * Oversee shift handovers, ensuring clear context, status, risks, and next actions for operational continuity. Incident Management & Operational Bridges * Lead or support incident calls and operational bridges, coordinating stakeholders end-to-end. * Standardize processes for escalations, incident response, and problem management to minimize recurrence. Operational Excellence * Ensure all deliverables meet SLA and quality standards; monitor backlog, MTTA/MTTR, and ticket aging. * Review tickets for accuracy, completeness, customer clarity, and quality; coach the team on best practices and standards. * Define and maintain playbooks, SOPs, troubleshooting guides, and runbooks, ensuring versioning and compliance. * Lead and participate in the yearly OKR cycle, ensuring tracking, and delivery of operational OKRs, and partner with leadership on the strategic development and execution of support initiatives. AI Tools for Enhanced Support Efficiency * Utilize AI-powered solutions (such as chatbots, automated ticket triage, and knowledge base search) to streamline incident resolution and service request handling. * Apply AI-driven insights to proactively identify recurring issues, recommend solutions, and optimize support workflows. * Continuously update and maintain familiarity with emerging AI tools relevant to IT support, ensuring best practices are adopted. * Document the use and outcomes of AI tools in the ticketing system to support knowledge sharing and process improvement. * Mentor team members on effective AI tool usage, fostering a culture of innovation and continuous improvement. Process Optimization & Continuous Improvement * Identify efficiency opportunities across workflows, tooling, and handoffs; implement measurable improvements. * Build a self-managing culture of autonomy, critical thinking, and ownership of outcomes. * Lead initiatives to elevate operational delivery standards and customer experience. * Support continuous improvement of operational processes and documentation. Communication & Alignment * Serve as the main point of contact for stakeholders; handle escalations with structured updates. * Produce clear, structured, and business-oriented communications (status, decisions, impacts, next steps). * Prepare content for weekly review meetings (insights, risks, dependencies, improvement proposals). * Maintain alignment with Product, Customers, Engineering and Operations to ensure strategy, processes, and roadmaps are synchronized. * Provide concise updates to senior leadership, communicating trade-offs and timelines transparently. Reporting & Governance * Track and report KPIs; present performance results, trends, and action plans to leadership. * Maintain documentation repositories and audit readiness (process maps, SLAs, RACI, compliance artifacts). * Manage operational tools, databases, and ensure compliance with internal policies. Key KPIs (Examples) * SLA Attainment (response/resolution) * CSAT / NPS (support satisfaction) * Backlog & Aging * MTTA / MTTR (acknowledge/resolve times) * First Contact Resolution & Reopen Rate * Ticket QA Score * Change Success Rate & Incident Recurrence Required Qualifications * Fluent English; Advanced Spanish (written and spoken). * Proven experience in Support Operations, Service Delivery, or IT/Tech Support coordination. * Strong skills in ticket/incident management, change readiness, escalations, and SLA governance. * Demonstrated ability to plan coverage, manage shift schedules, and coordinate onboarding/access provisioning. * Data-driven decision-making; able to define goals, KPIs, and improvement strategies. * Excellent communication, stakeholder management, and cross-team alignment abilities. Preferred Qualifications * Experience with ITSM/ticketing platforms (e.g., ServiceNow, Jira Service Management, Zendesk). * Familiarity with documentation tooling (Confluence/SharePoint) and reporting (Excel/Sheets, BI). * Knowledge of incident/problem/change management practices and operational playbooks. * Experience coordinating multi-zone operations and presenting to senior leadership. * Exposure to product-operational handoffs and customer-facing support environments. * Familiarity with ITIL concepts; experience working with global teams. * Previous experience in shift-based or 24x7 environments. Core Competencies / Soft Skills * Ownership & Accountability * Attention to Detail * Critical & Systems Thinking * Prioritization & Risk Analysis * Continuous Improvement Mindset * Clear Written/Verbal Communication * Stakeholder & Expectation Management * Process Management * Calm Under Pressure * Adaptability in Fast-Changing Scenarios What We Offer: * Performance based bonus* * Attendance Bonus*  * Private pension plan * Meal Allowance * Casual office and dress code * Days off* * Health, dental, and life insurance * Medicines discounts * WellHub partnership * Childcare subsidies * Discounts on Ambev products* * Clube Ben partnership * Scholarship* * School materials assurance * Language and training platforms * Transport allowance *Rules applied Equal Opportunity & Affirmative Action: AB InBev Growth Group is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon of race, color, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other applicable legally protected characteristics. The following fields are optional, but anticipate the information for your registration*. Remember: your data will never be used as elimination criteria in selection processes. With them, AB InBev Growth Group is able to analyze diversity and reduce biases in selection processes. We want to contribute to changing this reality by being an inclusive company.  For more information: www.abinbev.com