ITSM Lead (Hybrid in Barcelona), Barcelona
Empresa
Michael Page
Provincia
Barcelona
Ciudad
Barcelona
Tipo de Contrato
Tiempo Completo
Descripción
ITSM Lead (Hybrid in Barcelona)
Perfil buscado (Hombre/Mujer)
Own and lead the end to end IT Service Management (ITSM) function, including the design, governance, delivery and continuous improvement of service management processes.
Define and evolve the ITSM operating model aligned with industry best practices (e.g. ITIL) and business priorities, agreeing on pragmatic maturity roadmaps with key stakeholders.
Provide functional leadership and guidance across technology and business teams to ensure consistent adoption of ITSM standards and a strong focus on customer experience.
Establish and maintain the ITSM framework, including processes, policies, documentation, KPIs, monitoring and performance analysis.
Drive alignment and collaboration across support teams to ensure effective, end to end, customer centric service delivery.
Develop clear, actionable reporting and dashboards to provide visibility on service performance, compliance and improvement opportunities.
Lead continuous improvement initiatives across the ITSM landscape, identifying opportunities and driving their successful implementation.
Promote a culture of ownership, collaboration and continuous improvement through process excellence and knowledge sharing.
Design and deliver ITSM training and awareness programmes to ensure clarity on roles, responsibilities and best practices.
Build strong cross functional relationships to support a customer first mindset and effective service outcomes.
Champion automation and efficiency initiatives, balancing simplification, scalability and operational resilience.
Contribute to operational planning, including budget inputs and cost optimisation where relevant.
Manage and coach direct reports, providing technical guidance related to ITSM processes and tools.
End to end ownership of the global ITSM function, with real influence over proce
Lead customer centric service management and continuous improvement at scale
Primary Requirements:
Mandatory
3+ years experience working in an ITSM based role
Ideally educated to degree level in IT and/or computing technologies
Strong proven collaborator mindset
Focused and results orientated with attention to detail
A committed and responsible attitude with particular focus on customer satisfaction
Excellent communication skills to build and drive positive working relationships
Capable of resolving conflict to reach collaborative working relationships
Demonstrated knowledge of effective Information Technology Service Management (ITSM) best practices
A certification in ITIL v3/v4 Foundation is mandatory, ITIL intermediate certifications preferred
Able to work at all levels from leading staff to reporting to senior stakeholders
Valuable
A broad level of understanding of the principles of hardware and software systems including: - End User Computing, Active Directory, Microsoft Office 365 Suite, Cloud and SaaS based services like Microsoft Azure.
Skills/Experience
Must be highly organised and possess excellent verbal and written communication skills.
Preferred experience managing ITSM tools like Manage Engine.
Must be highly professional, motivated with a strong work ethic and a positive and enthusiastic attitude
Excellent problem-solving skills and analytical thinking
Excellent time Management
Experience working in a Global environment with geographically dispersed and multicultural teams.
International company
Competitive meal voucher allowance
Annual performance bonus
Hybrid / remote working options
Private health insurance
Life insurance coverage
Private pension plan or retirement contribution
Flexible compensation options
Shortened summer working hours (July-August)
Generous annual holiday allowance
Flexible working framework to support work-life balance
ITSM, ITIL,
Perfil buscado (Hombre/Mujer)
Own and lead the end to end IT Service Management (ITSM) function, including the design, governance, delivery and continuous improvement of service management processes.
Define and evolve the ITSM operating model aligned with industry best practices (e.g. ITIL) and business priorities, agreeing on pragmatic maturity roadmaps with key stakeholders.
Provide functional leadership and guidance across technology and business teams to ensure consistent adoption of ITSM standards and a strong focus on customer experience.
Establish and maintain the ITSM framework, including processes, policies, documentation, KPIs, monitoring and performance analysis.
Drive alignment and collaboration across support teams to ensure effective, end to end, customer centric service delivery.
Develop clear, actionable reporting and dashboards to provide visibility on service performance, compliance and improvement opportunities.
Lead continuous improvement initiatives across the ITSM landscape, identifying opportunities and driving their successful implementation.
Promote a culture of ownership, collaboration and continuous improvement through process excellence and knowledge sharing.
Design and deliver ITSM training and awareness programmes to ensure clarity on roles, responsibilities and best practices.
Build strong cross functional relationships to support a customer first mindset and effective service outcomes.
Champion automation and efficiency initiatives, balancing simplification, scalability and operational resilience.
Contribute to operational planning, including budget inputs and cost optimisation where relevant.
Manage and coach direct reports, providing technical guidance related to ITSM processes and tools.
End to end ownership of the global ITSM function, with real influence over proce
Lead customer centric service management and continuous improvement at scale
Primary Requirements:
Mandatory
3+ years experience working in an ITSM based role
Ideally educated to degree level in IT and/or computing technologies
Strong proven collaborator mindset
Focused and results orientated with attention to detail
A committed and responsible attitude with particular focus on customer satisfaction
Excellent communication skills to build and drive positive working relationships
Capable of resolving conflict to reach collaborative working relationships
Demonstrated knowledge of effective Information Technology Service Management (ITSM) best practices
A certification in ITIL v3/v4 Foundation is mandatory, ITIL intermediate certifications preferred
Able to work at all levels from leading staff to reporting to senior stakeholders
Valuable
A broad level of understanding of the principles of hardware and software systems including: - End User Computing, Active Directory, Microsoft Office 365 Suite, Cloud and SaaS based services like Microsoft Azure.
Skills/Experience
Must be highly organised and possess excellent verbal and written communication skills.
Preferred experience managing ITSM tools like Manage Engine.
Must be highly professional, motivated with a strong work ethic and a positive and enthusiastic attitude
Excellent problem-solving skills and analytical thinking
Excellent time Management
Experience working in a Global environment with geographically dispersed and multicultural teams.
International company
Competitive meal voucher allowance
Annual performance bonus
Hybrid / remote working options
Private health insurance
Life insurance coverage
Private pension plan or retirement contribution
Flexible compensation options
Shortened summer working hours (July-August)
Generous annual holiday allowance
Flexible working framework to support work-life balance
ITSM, ITIL,