IT Service Manager

hace 1 mes

Madrid, Madrid, España Board International A tiempo completo
IT Service Manager Job Description

At Board International, we're seeking a highly skilled IT Service Manager to join our team in Madrid, Spain. As a key member of our IT department, you'll be responsible for overseeing the delivery and management of IT services within the organization.

Key Responsibilities:
  • Oversee the delivery of IT services to internal stakeholders, ensuring high levels of customer satisfaction and service quality.
  • Define service level agreements (SLAs), key performance indicators (KPIs), and operational metrics to measure and improve service delivery effectiveness.
  • Manage the service desk function, including incident, request, and problem management processes.
  • Implement and maintain IT service management (ITSM) processes, continuously improving service management processes to enhance efficiency, effectiveness, and alignment with business objectives.
  • Coordinate and oversee change and release management processes, ensuring minimal disruption to IT services and business operations.
  • Manage relationships with external vendors and service providers, ensuring compliance with contractual agreements and service level commitments.
  • Lead service improvement initiatives based on analysis of service performance data, customer feedback, and industry trends.
Requirements:
  • Excellent English verbal and written communication skills.
  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Minimum of 4 years of experience in IT service management or related roles, with a strong background in service desk operations.
  • Certification in IT service management (e.g., ITIL Foundation, ITIL 4 Managing Professional) is highly desirable.
  • Proven experience in implementing and improving ITSM processes and frameworks.
  • Excellent leadership and team management skills, with the ability to motivate and inspire team members.
  • Strong communication, negotiation, and stakeholder management skills.
  • Analytical mindset with the ability to interpret data and drive data-driven decisions.
What We Offer:

Board International is an equal opportunity employer and is committed to a diverse and inclusive workforce. We foster a working environment in which all people are respected and valued, for all aspects which make them unique. We hire you for who you are, and we want you to bring your true self to work every day.

Your personal data will be stored for as long as it is necessary to process the job applications that you submitted and for the provision of the service that you requested. Your personal data may also be processed for the fulfillment of the obligations provided for by law. Your data will in any case be deleted without unjustified delay once the aforementioned legal obligations have been fulfilled.

Your personal data are collected and used by Board International SA and/or its subsidiaries that are located in the EU or outside on the basis of the appropriate safeguards provided by the European Regulation 2016/679.

At any time you may request to access, to correct and/or delete your personal data used by Board International SA or by its subsidiaries for recruiting purposes.

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