IT Services Management Lead

hace 3 meses

Madrid, Madrid, España Board A tiempo completo

Are you an innovative leader ready to take the next step in your career? Board is seeking a strategic IT Service Manager to enhance our IT team. This role is pivotal in overseeing the provision and management of IT services throughout the organization. The primary goal is to ensure that IT services align with the needs and expectations of both internal stakeholders and external clients.

Key Responsibilities:

  • Service Delivery Oversight: Ensure the effective delivery of IT services to internal stakeholders, maintaining high levels of satisfaction and quality.
  • Service Level Management: Establish service level agreements (SLAs), key performance indicators (KPIs), and operational metrics to assess and enhance service delivery.
  • Service Desk Management: Oversee the service desk operations, including incident, request, and problem management processes, ensuring timely resolutions and effective communication with users.
  • Implementation of Service Management: Develop and maintain IT service management (ITSM) processes, focusing on continuous improvement to boost efficiency and alignment with business goals.
  • Change and Release Coordination: Manage change and release processes to minimize disruptions to IT services and business functions, prioritizing and facilitating change approvals.
  • Vendor Management: Cultivate relationships with external vendors and service providers, ensuring adherence to contractual obligations and service commitments.
  • Service Enhancement Initiatives: Lead initiatives aimed at improving service quality based on performance data analysis, customer feedback, and industry trends.
  • Team Leadership: Mentor and guide a team of service desk technicians and IT support staff, promoting a culture of collaboration and professional growth.

Qualifications:

  • Strong verbal and written communication skills in English.
  • Bachelor's degree in Computer Science, Information Technology, or a related discipline.
  • A minimum of 4 years of experience in IT service management or similar roles, particularly in service desk operations.
  • IT service management certification (e.g., ITIL Foundation, ITIL 4 Managing Professional) is highly preferred.
  • Demonstrated experience in implementing and refining ITSM processes.
  • Proven leadership abilities with a focus on team motivation and development.
  • Strong analytical skills to interpret data and inform decision-making.
  • Familiarity with service management tools and project management methodologies is advantageous.

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