Head of Technical Services

Regular (CDI) - Berlin HQ

Doctolib is running operations in Germany and looking for their new Head of Technical Services. You will directly report to our Global Tech Services Director, manage and grow a strategic team, and work closely with local and global teams to contribute to our growth and to Doctolib’s challenge : scaling.

 

The team

The Global Tech Services team is at the center of Doctolib’s ecosystem. The team is present in several locations (France, Germany, Italy). More than 90 tech contributors are composing the team which combines Technical, Data and IT teams.
The Technical Services teams belong to this Organisation and regroup more than 40 contributors globally. They are working with Customer Services & Tech teams (Software Engineers, Devops, Product Managers…) on a daily basis to transform our Tech assets into a service to our customers. Their missions are:

  • Deliver a best in class technical onboarding and support experience to customers;
  • Fulfill the gap between tech and customer facing activity;
  • Ultimately Boost client satisfaction and product adoption;

 

Your missions

Manage and scale an existing team of 10 members 

  • Lead & grow a local team of Solutions Engineers and coach them in their daily work

  • Inspire & set the vision and quarterly objectives for the team

  • Design the next generation organization to support the growth

 

Contribute to the Global strategy and own the German one

  • Be a permanent member of the Global Tech services leadership groups

  • Influence the Global Technical Services roadmap and priorities

  • Build the vision, communicate it, execute the plan and track progress

  • Recommend actions to improve team efficiency, generate scalability and mitigate identified risks

  • Partnering with local & Global leaders to anticipate needs, design & optimize processes to match market specifics

  • Drive local cross team initiatives to transform our operating models and set of tools

 

Ensure perfect delivery of our services to customers

  • Providing customers with a best-in-class technical onboarding and support user experience

  • Ensure smooth running of operations and monitor activity through a set of relevant KPIs

  • Build trust and work closely with local leaders and tech teams

 

Your skills

You could be our next team mate if you:

  • A background in Solution engineer/Tech onboarding type of role 

  • At least 5 years experience in Management 

  • An experience within a scaling environment, ideally Tech and Saas

  • Experience in building activity autonomously

  • A data driven and innovative approach, with strong communication skills

  • You anticipate operational & security risks

  • Fluent in German, English   

 

The interview process 

  • Interview with the Talent team

  • Hiring Manager Interview

  • Case Study Preparation

  • Case Study Presentation

  • Final Interview

 

About Doctolib

Founded in 2013, Doctolib is one of the fastest growing e-health services in Europe.

We provide healthcare professionals with services to improve the efficiency of their organization, transform their patients' experience, and strengthen cooperation with other practitioners. We help patients access healthcare easily, with online appointment scheduling, and teleconsultations.
Doctolib is also a group of passionate entrepreneurs who are transforming the healthcare industry.

At Doctolib, we don’t just accept diversity, we respect and celebrate it! We’re proudly committed to equal employment opportunities regardless of your gender, religion, age, sexual orientation, ethnicity, disability or place of origin. We take care of each other and are grateful for each Doctoliber’s contribution to our mission!

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