IT Service Operations Manager

hace 2 semanas

Madrid, Madrid, España Board A tiempo completo

Are you ready to take the next step in your career within a dynamic and innovative environment? Board is seeking a strategic IT Service Manager to enhance our IT team. This role is pivotal in overseeing the management and delivery of IT services across the organization. The primary objective is to ensure that IT services align with the needs and expectations of both internal stakeholders and external clients.

Key Responsibilities:

Service Delivery Oversight:

Supervise the provision of IT services to internal stakeholders, ensuring exceptional customer satisfaction and service quality. Establish service level agreements (SLAs), key performance indicators (KPIs), and operational metrics to assess and enhance service delivery effectiveness. Service Desk Management: Oversee the service desk operations, including incident, request, and problem management processes. Ensure prompt resolution of IT issues and requests, maintaining clear communication with users throughout the process. Implementation of Service Management: Develop and uphold IT service management (ITSM) processes. Continuously refine service management processes to boost efficiency, effectiveness, and alignment with business goals. Change and Release Coordination: Manage and supervise change and release management processes, ensuring minimal disruption to IT services and business operations. Evaluate and prioritize proposed changes, facilitating approvals and communication to stakeholders. Vendor and Contract Oversight: Cultivate relationships with external vendors and service providers, ensuring adherence to contractual agreements and service level commitments. Assess vendor performance and negotiate contracts to enhance service delivery and cost-effectiveness. Service Enhancement Initiatives: Spearhead service improvement initiatives based on analysis of service performance data, customer feedback, and industry trends. Identify opportunities to elevate service offerings, streamline processes, and promote continuous improvement. Leadership and Team Development: Lead and mentor a team of service desk technicians and IT support staff, fostering a culture of collaboration, accountability, and professional growth. Conduct regular performance evaluations, provide constructive feedback, and facilitate training to enhance team skills and capabilities.

Desired Qualifications:

Exceptional verbal and written communication skills in English Bachelor's degree in Computer Science, Information Technology, or a related field At least 4 years of experience in IT service management or similar roles, with a strong focus on service desk operations Certification in IT service management (e.g., ITIL Foundation, ITIL 4 Managing Professional) is highly desirable Proven experience in implementing and enhancing ITSM processes and frameworks Strong leadership and team management skills, with the ability to motivate and inspire team members Excellent communication, negotiation, and stakeholder management skills Analytical mindset with the ability to interpret data and drive data-driven decisions Experience in a software development environment is a plus Familiarity with service management tools is advantageous Experience in project management and change management methodologies is preferred

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