IT Service Manager
hace 1 mes
At Board, we empower enterprises to plan smarter, drive outcomes, and lead transformation with our Intelligent Planning Platform. Trusted by thousands of leading organizations, our platform has been designed with enterprise planning agility in mind and is driven by the passionate care of our people.
We believe that every colleague brings unique value to our organization. We collaborate openly and effectively to deliver results, celebrate our shared success, thrive on innovation, and embrace a growth mindset to aim higher every day.
If you're a forward-thinker looking for the next step in your career within an innovative and collaborative environment, Board is the right workplace for you. We're looking for a strategic IT Service Manager to join our IT team.
The IT Service Manager will oversee the delivery and management of IT services within the organization. Their primary focus is on ensuring that IT services meet the needs and expectations of internal stakeholders, such as employees and departments, as well as external clients or customers if applicable.
This position will be based in our office in Madrid, Spain.
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.
- 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.
- Implement and maintain IT service management (ITSM) processes.
- Continuously improve service management processes to enhance efficiency, effectiveness, and alignment with business objectives.
- 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.
- 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.
- 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.
- Lead and mentor a team of service desk technicians and IT support staff, fostering a culture of collaboration, accountability, and professional development.
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