Alibaba International Group-IT Operations Manager-Madrid

Sugarbreak; Madrid; On-site; EUR 55,000 - 85,000; Full time

Job summary

Sugarbreak in Madrid is seeking an experienced IT Service Manager to lead delivery of IT services in the AIDC office area, including helpdesk, AV support, and asset management. You will mentor front-line staff, optimize ITSM processes, and drive regional IT projects with internal and external teams.

The role requires over 5 years in IT service management, a degree in Computer Science or equivalent, and strong leadership plus English and Spanish proficiency.

Qualifications

• Over 5 years of experience in IT service management, operations and IT infrastructure.
• Degree in Computer Science or equivalent IT experience; strong project and team management skills; familiarity with Mac and Windows OS.
• Experience in IT help desk support, asset management, audio-visual technical support and VIP service support.
• Personable, independent, with strong data analysis, communication and interpersonal skills; resilient and self-driven.
• Customer-focused with ability to proactively manage medium-to-low project risks; strong learning and adaptability.

Responsibilities

• Deliver IT services in the AIDC office area, managing front-line IT staff.
• Improve ITSM processes and align with stakeholders across departments.
• Produce analysis reports on IT service operations and monitor KPIs; implement improvements.
• Act as project manager, coordinating with internal and external teams to plan and implement IT projects in the region.

Skills

IT service management

Operations

IT infrastructure

Project management

Team management

Bilingual: Spanish & English

Certifications: PMP/ Scrum/ Agile/ IT-

Education

Degree in Computer Science

Job description

1.Responsible for the delivery of IT service in the AIDC office area and management of front-line personnel; IT service delivery includes helpdesk service, audio & visual technical support (including meeting room operations), IT asset service, and maintenance of other public IT devices in the office area.

2. Improve existing IT service management processes, regularly identify and establish common service models and fault models, and ensure that service management processes are well executed within the IT team; maintain good working alignment with stakeholders and internal departments.

3.Regularly produce analysis reports on IT service operations, covering but not limited to process operation status, optimization of ITSM support tools, service quality analysis, and trend analysis of various monitoring indicators; implement and track improvement measures based on findings.

4.Act as a project manager, collaborating with internal and external teams to plan, design, develop, and implement IT projects in the region.

Requirements:

1.Over 5 years of experience in IT service management, operations, and IT infrastructure.

2.Degree in Computer Science or equivalent IT experience, strong project and team management skills, familiarity with both Mac and Windows operating systems

3.Experience in IT help desk support, asset management, audio-visual technical support, and VIP service support.

4.Personable and with independence in execution, strong data analysis, communication, and interpersonal skills, resilient and self-driven, strong problem-solving, and analytical skills.

5.With customer-focus and a humble attitude, ability to proactively and effectively manage medium-to-low project risks, strong learning ability and adaptability to change.

6.Proficient in Spanish and English, both spoken and written, Chinese is plus.

7.Preferred Qualifications: PMP, Scrum, or Agile certified, ITIL certification.