IT Service Desk Delivery Manager, Barcelona
Empresa
Michael Page
Provincia
Barcelona
Ciudad
Barcelona
Tipo de Contrato
Tiempo Completo
Descripción
IT Service Desk Delivery Manager
Perfil buscado (Hombre/Mujer)
Lead and optimize global IT Service Desk operations.
Take accountability for the delivery of complex global IT services, including consulting, projects, and maintenance.
Strategically evaluate and continuously improve the service/product roadmap.
Act as the primary escalation point, ensuring high-quality, customer-focused support.
Coordinate with internal IT teams and vendors to resolve issues and enhance service delivery.
Conduct macro-level incident analysis to identify trends and improvement opportunities.
Develop and maintain effective relationships with all stakeholders, including regional and country IT leaders.
Manage vendors, ensuring continuous improvements and service quality.
Interpret customer satisfaction metrics (CSAT) to implement tangible improvements.
Ensure all teams (internal and external) operate according to the same global guidelines.
Support the resolution of major incidents, ensuring effective communication and timely solutions.
Align Service Desk operations with business and IT strategies.
Drive service quality initiatives that enhance the end-user experience.
Stay current with industry best practices and emerging technologies in IT service management.
International end client company
Professional development
Bachelors degree or equivalent in Information Management, Computer Science, IT or related field.
Minimum 8 years of senior-level experience in IT service management.
At least 3 to 5 years of experience leading IT projects and working in international environments.
Strong knowledge of ITIL frameworks and best practices, with experience in IT project delivery and methodology
Proficiency in service desk management tools and technologies and experience with KPI monitoring and SLA management.
Proven ability in financial management and budget control.
Strong vendor management skills, including contract negotiations and performance oversight.
Analytical skills for interpreting service metrics and implementing improvements.
Advanced verbal and written communication skills in English (required).
Innovative, leading Swiss based chemical specialty company.
Journey with the innovative, leading Swiss based chemical specialty company.
Permanent employment contract.
Great work environment in Sant Joan Despi and work from home office (2 days office / 3 home office).
Opportunity to join global team of tech savvy professionals.
Work in open and collaborative culture, respectful and committed to your professional development.
Highest standard of equipment and technologies.
Solid budget for your training and certification needs.
Fully loaded benefits package.
Transparent rules regarding your salary, rewards and recognitions.
ITIL,
Perfil buscado (Hombre/Mujer)
Lead and optimize global IT Service Desk operations.
Take accountability for the delivery of complex global IT services, including consulting, projects, and maintenance.
Strategically evaluate and continuously improve the service/product roadmap.
Act as the primary escalation point, ensuring high-quality, customer-focused support.
Coordinate with internal IT teams and vendors to resolve issues and enhance service delivery.
Conduct macro-level incident analysis to identify trends and improvement opportunities.
Develop and maintain effective relationships with all stakeholders, including regional and country IT leaders.
Manage vendors, ensuring continuous improvements and service quality.
Interpret customer satisfaction metrics (CSAT) to implement tangible improvements.
Ensure all teams (internal and external) operate according to the same global guidelines.
Support the resolution of major incidents, ensuring effective communication and timely solutions.
Align Service Desk operations with business and IT strategies.
Drive service quality initiatives that enhance the end-user experience.
Stay current with industry best practices and emerging technologies in IT service management.
International end client company
Professional development
Bachelors degree or equivalent in Information Management, Computer Science, IT or related field.
Minimum 8 years of senior-level experience in IT service management.
At least 3 to 5 years of experience leading IT projects and working in international environments.
Strong knowledge of ITIL frameworks and best practices, with experience in IT project delivery and methodology
Proficiency in service desk management tools and technologies and experience with KPI monitoring and SLA management.
Proven ability in financial management and budget control.
Strong vendor management skills, including contract negotiations and performance oversight.
Analytical skills for interpreting service metrics and implementing improvements.
Advanced verbal and written communication skills in English (required).
Innovative, leading Swiss based chemical specialty company.
Journey with the innovative, leading Swiss based chemical specialty company.
Permanent employment contract.
Great work environment in Sant Joan Despi and work from home office (2 days office / 3 home office).
Opportunity to join global team of tech savvy professionals.
Work in open and collaborative culture, respectful and committed to your professional development.
Highest standard of equipment and technologies.
Solid budget for your training and certification needs.
Fully loaded benefits package.
Transparent rules regarding your salary, rewards and recognitions.
ITIL,