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IT Service Delivery Manager

hace 2 meses

Madrid, Madrid, España Board A tiempo completo

About Board

Board is a forward-thinking organization that values innovation and collaboration. We are seeking a strategic IT Service Manager to join our IT team in Madrid, Spain.

Job Summary

We are looking for a seasoned IT professional to oversee the delivery and management of IT services within our organization. The successful candidate will be responsible for ensuring that IT services meet the needs and expectations of internal stakeholders, including employees and departments, as well as external clients or customers.

Key Responsibilities

  • Service Delivery Management
    • 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.
  • Team Leadership and Development
    • 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