About This Role
This role is for a Service Manager to join a team specializing in professional Service Desk services. The manager will be responsible for the construction, monitoring, and continuous improvement of services delivered to clients, working under market standard methodologies like ITIL and certified in ISO 20000. The position suits a proactive individual who can understand client business needs and ensure service value.
Responsibilities
- Be responsible for the construction, monitoring, and continuous improvement of services delivered as Service Desk to clients
- Maintain constant contact with clients, understanding their business and needs to adapt the service and ensure offered value
- Be responsible for keeping risk management and continuous service improvement up to date, with proactivity in the global vision of the client-service ecosystem
- Understand client business and how the Service Desk can positively impact both users and the client's business directly, improving processes and increasing return on investment
- Report the health status of services to the division manager
- Oversee that agreed SLAs with clients are met and, if not, track the problem and implement mitigation measures
- Be able to draw conclusions from monitoring reports to generate short, medium, and long-term improvement action plans
- Ensure budget compliance for each service and promote improvement investments
Requirements
- Higher-level vocational training in Computer Systems Administration or higher education
- ITIL V4 Foundation certification or higher
- English (minimum B2)
- At least 3 years of experience managing Service Desk services
Important Details
- Locations: Madrid and other locations in Spain
About the Company
This company is a large enterprise with a start-up spirit, organized into expert knowledge units that collaborate. It seeks proactive individuals who are motivated by challenges and eager for personal and professional growth, aiming to make a positive impact through technology.
