Service Support Coordinator / Application Delivery

Amplifon AG; Barcelona; Presencial; EUR 45.000 - 60.000; Jornada completa

Descripción de la vacante

A leading company in the hearing care industry is looking for an Application Delivery Coordinator in Barcelona. The role involves managing IT service support across a vast network, ensuring user satisfaction and operational efficiency. Ideal candidates will have strong analytical skills, a service mindset, and experience in IT support management. Join us to shape the future of IT support at Amplifon Spain!

Formación

• More than 5 years of experience in a similar role.
• Technical background in software and digital workplace.

Responsabilidades

• Manage IT Service Support for over 2,000 users and 700 shops.
• Lead and coordinate a cross-functional IT support team.
• Ensure fulfillment of SLAs and KPIs.

Conocimientos

Customer Orientation

Communication

Analytical Skills

Negotiation

Herramientas

ITSM Tools

Salesforce

Oracle Fusion

Descripción del empleo

Amplifon is the global leader in the retail hearing care industry. Over 20,000 professionals in 26 countries, coming from more than 100 different nationalities, work every day in a global network of 9,500 points of sales to empower thousands of people to rediscover all the emotions of sound. We believe people are the most important component of our success, and through investment in talent engagement, professional development, and recognition, our people can realize their potential and build fulfilling careers.

Amplifon Iberica S.A.U acquired GAES in 2019, with over 700 shops across the country. The main office is in Barcelona, operating with over 2,000 dedicated professionals who help people discover all the emotions of sound.

We are seeking a dynamic, business-driven, and analytical professional to join our IT team as Application Delivery Coordinator .

Your responsibilities will include designing, implementing, and managing the IT Service Support model across Amplifon Spain’s shop network, headquarters, and warehouse. The goal is to deliver efficient, cost-effective IT services with an outstanding user experience to support our business objectives.

Responsibilities and Key Functions

• Ensure the availability and quality of IT Service Support for over 2,000 users, 700 shops, and our headquarters and warehouse by managing Level 1 and Level 2 incidents, problems, and requests related to key digital solutions :
• Front Office Applications : Salesforce, xStore, and other in-house tools.
• Back Office Applications : Oracle Fusion, Oracle Apex, LEA, and other internal systems.
• Digital Workplace : printing, OS, telephony, servers, and communications.
• Reporting & Business Intelligence tools.
• Act as a key enabler in deploying and stabilizing IT and business operations projects.
• Serve as the single point of contact for IT service user experience in Spain, building strong relationships with stakeholders to align IT services with business priorities.
• Design and control an efficient IT operating model , applying ITSM best practices and a continuous improvement mindset.
• Define, track, and ensure fulfillment of SLAs and KPIs , reporting on performance, user satisfaction, and operational efficiency.
• Lead and coordinate a cross-functional IT support team to ensure effective incident handling and service delivery.
• Troubleshoot and coordinate incident and problem resolution across teams and external providers.
• Contribute to creating and implementing workarounds, contingency plans, and knowledge bases to empower users and reduce ticket volume.
• Manage escalations and communicate improvement plans , providing updates to stakeholders and ensuring transparency.

Abilities and Competences

• Strong service mindset and customer orientation.
• Solid people management skills , with the ability to manage expectations and resolve conflicts.
• Excellent communication, negotiation, and influencing skills.
• Highly analytical and solution-oriented , with data-driven decision-making skills.
• Experience in vendor management and cost control .

Technical Skills and Experience

• More than 5 years of experience in a similar role.
• Technical background in software and digital workplace.
• Expertise in leading L1 & L2 support teams for desktop Help Desk and Business Software (CRM / ERP).
• Knowledge of Lean IT, ITIL, and Continual Improvement methodologies.
• Solid experience with ITSM tools and best practices.

Do you have a passion for technology and user experience? Join us and help shape the future of IT support at Amplifon Spain!

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