Head of IT Service Delivery

hace 2 semanas

Barcelona, Barcelona, España Werfen A tiempo completo
About the Position

Werfen is a family-owned company with a strong commitment to innovation and customer satisfaction. We are seeking a talented Head of IT Service Delivery to join our team and lead our Service Management Office (SMO).

Key Responsibilities
  • Lead the SMO and develop a service management framework that aligns with our business objectives.
  • Define and own the service level agreements (SLAs), key performance indicators (KPIs), and governance for effective IT service delivery.
  • Plan, implement, manage, measure, and improve IT service management processes and procedures.
  • Ensure smooth transition of services into production and adhere to change management processes.
  • Oversee the day-to-day operation of IT services and ensure compliance with relevant regulatory requirements.
  • Lead and mentor a team of service management professionals and provide guidance, coaching, and support for their development.
  • Act as a champion of standard IT service management processes and provide training and guidance to the IT team and end-user community.
Requirements
  • Master's degree or equivalent in Computer Science or a related field.
  • Minimum five years of IT service management experience with leadership responsibilities and team management.
  • Enterprise Service Management (ITIL or equivalent certification).
  • Strong understanding of IT service delivery processes, including incident management, request fulfillment, change management, asset and inventory management, and service level management.
  • Vendor management and service externalization experience.
  • IT transformational initiatives in complex and dynamic environments experience.
Preferred Skills and Capabilities
  • Value-driven mindset with a focus on security, standardization, user experience, and continuous improvement.
  • Track record of budget and cost management.
  • Organized with the ability to plan for short-, mid-, and long-term objectives.
  • Ability to work independently and take decisions in alignment with management.
  • People-, customer-, and service-oriented mindset.
  • Excellent analytical, problem-solving, and decision-making skills.
  • Communication and persuasion skills.
  • Excellent English communication skills (written and oral), at ease interacting with management.
Travel Requirements

Travel to main Werfen locations is expected for this position (one visit per quarter, on demand as required).

People Manager Core Competencies
  • Building Talent: Planning and supporting the development of individuals' knowledge, skills, and abilities.
  • Customer Focus: Ensuring that the internal or external customer's perspective is a driving force behind strategic priorities.
  • Decision Making: Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information.
  • Driving for Results: Setting high goals for personal and group accomplishment and using measurement methods to monitor progress toward goals.
  • Driving Innovation: Creating an environment that inspires people to generate novel solutions with measurable value for existing and potential customers.
  • Emotional Intelligence: Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others' emotions and behavior.
Work Environment

Werfen is a global company with a strong presence in Barcelona, Spain, and operations in over 30 countries. As a member of our team, you will have the opportunity to work with a dynamic and innovative organization that values customer satisfaction and employee development.

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