IT Service Manager

hace 1 mes

Madrid, Madrid, España Board Deutschland Gmbh A tiempo completo
Job Title: IT Service Manager

Board Deutschland GmbH is seeking a highly skilled IT Service Manager to join our team. As an IT Service Manager, you will 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.
  • Ensure timely resolution of IT issues and requests, maintaining communication with users throughout the process.
  • Implement and maintain IT service management (ITSM) processes.
  • Continuously improve 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.
  • Assess and prioritize proposed changes, facilitating change approvals and communication to stakeholders.
  • Manage relationships with external vendors and service providers, ensuring compliance with contractual agreements and service level commitments.
  • Evaluate vendor performance and negotiate contracts to optimize service delivery and cost-effectiveness.
  • Lead service improvement initiatives based on analysis of service performance data, customer feedback, and industry trends.
  • Identify opportunities to enhance service offerings, streamline processes, and drive continuous improvement.
  • Lead and mentor a team of service desk technicians and IT support staff, fostering a culture of collaboration, accountability, and professional development.
  • Conduct regular performance evaluations, provide feedback, and facilitate training to enhance team skills and capabilities.
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.
  • Experience working in a software development environment is a plus.
  • Familiarity with service management tools like FreshService is a plus.
  • Experience in project management and change management methodologies is desirable.
What We Offer:
  • A dynamic and collaborative work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.
  • A chance to work with a leading company in the industry.

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