IT Service Delivery Manager

hace 4 días

Madrid, Madrid, España Board Deutschland Gmbh A tiempo completo
About the Role

Board Deutschland GmbH is seeking a highly skilled IT Service Manager to join our team in Madrid, Spain. As a key member of our IT department, you will be responsible for overseeing the delivery and management of IT services within the organization.

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: Develop and implement SLAs, 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.
  • Service Management Implementation: Implement and maintain IT service management (ITSM) processes to enhance efficiency, effectiveness, and alignment with business objectives.
  • Change and Release Management: Coordinate and oversee change and release management processes to ensure minimal disruption to IT services and business operations.
  • Vendor and Contract Management: Manage relationships with external vendors and service providers, ensuring compliance with contractual agreements and service level commitments.
  • Service Improvement Initiatives: Lead service improvement initiatives based on analysis of service performance data, customer feedback, and industry trends.
  • 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.
Requirements
  • Excellent English Verbal and Written Communication Skills: Strong communication skills are essential for this role.
  • Bachelor's Degree in Computer Science, Information Technology, or Related Field: A degree in a relevant field is required.
  • Minimum of 4 Years of Experience in IT Service Management or Related Roles: Proven experience in IT service management is essential.
  • Certification in IT Service Management (e.g., ITIL Foundation, ITIL 4 Managing Professional): Certification in IT service management is highly desirable.
  • Proven Experience in Implementing and Improving ITSM Processes and Frameworks: Experience in implementing and improving ITSM processes is essential.
  • Excellent Leadership and Team Management Skills: Strong leadership and team management skills are required.
  • Strong Communication, Negotiation, and Stakeholder Management Skills: Excellent communication, negotiation, and stakeholder management skills are essential.
  • Analytical Mindset with the Ability to Interpret Data and Drive Data-Driven Decisions: An analytical mindset with the ability to interpret data and drive data-driven decisions is required.

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