It Service Manager
hace 1 mes
At Board, we strive to deliver exceptional IT services that meet the evolving needs of our organization. We are seeking a skilled IT Service Manager to join our team in Madrid, Spain.
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.
Service Desk Operations
- 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.
Service Management Implementation
- Implement and maintain IT service management (ITSM) processes.
- Continuously improve service management processes to enhance efficiency, effectiveness, and alignment with business objectives.
Change and Release Management
- 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.
Vendor and Contract Management
- 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.
Service Improvement Initiatives
- 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.
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.
We are an equal opportunity employer and are committed to diversity and inclusion. We foster a working environment in which all people are respected and valued for their unique aspects.
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