IT Service Management Operations Specialist Lead

hace 2 semanas


Madrid, Madrid, España Nestlé Sa A tiempo completo

We are seeking an experienced IT Service Management professional to lead regional practices and processes, focusing on ITIL processes such as Incident, Request, Knowledge, Problem, and Experience Management. This role will be responsible for monitoring compliance and the health of these processes, preparing and driving service review KPIs and reporting, and managing service experience ticket queues.

Key responsibilities include collaborating with product owners on process design and implementation, tracking results and performing analysis, working collaboratively with IT Service Management and Product teams, and training new starters on key activities and processes.

The ideal candidate will have a strong background in ITIL practices, experience with ServiceNow, and excellent communication skills. They will also have a proven track record of achieving RUN IT Objectives, measuring process adherence through KPIs, and ensuring target resolution times are met.

A day in the life of this role will involve leading market connect forums, acting as a regional escalation SPOC for ITSM, and driving to achieve RUN IT Objectives. The successful candidate will also be responsible for delivering training to all organizations contemplated by the process, ensuring knowledge transfer, and addressing issues with process operation and execution.

This is a permanent, hybrid work position that requires a minimum of 8 years of experience in Service Management. The salary range for this position is $120,000 - $180,000 per annum, depending on location and experience.



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