IT Client Management Services, Associate

**Position**:IT Client Service Owner, Associate

**Location**:Granada, Spain

**Join us on a journey of endless possibilities**

At Strada, possibility isn’t just a promise - it’s the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact.

With the support, resources, and opportunities we provide, you’ll build a fulfilling future - working on meaningful projects that span industries and regions, contributing to outcomes that matter.

Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology - helping organizations grow and enabling workforces to perform at their best.

**Role**

The ITCSO will be responsible for the operational part of the implemented ITIL processes supporting Strada Global Technology and Applications Support services. The primary objective is to be operational responsible for the service provided. An ITCSO should be the link between all our support teams to increase the service we provide to our customers, being the coordinators, unlockers and “translators” between technical teams and the business.

**Duties (include but are not limited to)**
- Administer and manage release processes for the progression of Deployment Services projects.
- Perform daily and weekly tasks such as creating reports and conducting periodic system checks.
- Provide 1st Line Support: reporting, prioritizing, analyzing, and resolving faults through to resolution, including hierarchical escalation and proper follow-up.
- Assess Incident and Change Request (ticket) ownership and ensure timely follow-up on actions.
- Monitor Service Level Agreements (SLAs) and ensure compliance with internal and external requirements.
- Validate release management tasks.
- Ensure accurate and up-to-date documentation is maintained.
- Manage incidents, including classification and prioritization, as well as overall case management.
- Catch and dispatch incoming requests effectively.
- Identify and highlight process improvement opportunities.

**Competencies**
- Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development.
- Seeks and accepts feedback, is a proactive learner, takes on tough assignments to improve skills, keeps knowledge and skills up to date, turns mistakes into learning opportunities.

**Skills**
- Strong communication and relationship-building skills; open-minded, flexible, and customer-focused.
- Excellent listener with the ability to negotiate effectively and handle feedback constructively.
- Proven analytical and problem-solving ability; able to simplify complex issues and identify root causes.
- Results-driven with strong prioritization, accountability, and decision-making skills.
- Experienced in coaching and supporting teams; promotes continuous learning and ownership.
- Skilled in conflict resolution and fostering a collaborative, solution-oriented environment.
- Degree-level education (or equivalent experience).
- ITIL Service Delivery certification highly valued.
- Experience with Windows Server environments (2003 / 2010).
- Strong coordination, organization, and multitasking abilities.
- Quick to learn new tools and technologies; team player in an international setting.

**At Strada, our values guide everything we do**:

- **Anticipate Customer Needs**- We stay ahead of trends so our customers can grow and succeed.
- **Own the Outcome**- We take responsibility for delivering excellence and ensuring things get done right.
- **Challenge Ourselves to Work Smarter**- We move faster than the world around us to drive change and accomplish more.
- **Empower Each Other to Solve Problems**- We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.
- **Care About Our Work**- We understand that what we do impacts millions, and we have a responsibility to get it right.

**Benefits**

At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.

All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You’ll be informed of the specific checks applicable to your role and location during the recruitment process.

**Our commitment to Diversity and Inclusion**

Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams