Global IT Service Manager | Ops & Client Delivery Lead

Empresaconfidencial; Barcelona; Hybrid; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Permanent contract

Meal vouchers

Smart working budget

Microsoft certifications

Referral bonus

23 days vacation

Corporate events

Benefits platform

Healthy meals (Barcelona)

Job summary

Empresaconfidencial is seeking an IT Service Manager to lead the IT Managed Services team in a hybrid setup, coordinating workloads and ensuring service stability across multi-client accounts. The role requires strong English communication for international clients and a proactive approach to risk and process improvements.

You will oversee KPIs, escalations, and service reviews, while collaborating with internal teams to maintain high-quality service delivery.

Qualifications

• Minimum 3 years in IT Service Management or similar roles.
• Proven ability to lead technical teams from an operational perspective.
• Experience managing SLAs and KPIs in multi-client environments.
• Experience leading service review meetings with clients.
• Fluent English (C1+); able to write service reports in English for international clients.

Responsibilities

• Lead the operational management of the IT Managed Services team.
• Ensure service stability, internal organization and workload coordination.
• Monitor technicians' performance, backlog and priorities.
• Track KPIs (SLAs, incidents) and uphold delivery standards.
• Identify operational risks and implement corrective actions.
• Coordinate with internal departments involved in service delivery.
• Maintain and improve service documentation and procedures.
• Lead regular service reviews with clients in English and manage escalations.
• Report status, risks and improvements to the IT Manager.

Skills

IT Service Management

Team leadership

SLA & KPI management

Service reviews

English communication

Tools

Jira

Zendesk

ServiceNow

Job description

Empresaconfidencial is seeking an IT Service Manager to lead the IT Managed Services team in a hybrid setup, coordinating workloads and ensuring service stability across multi-client accounts. The role requires strong English communication for international clients and a proactive approach to risk and process improvements.

You will oversee KPIs, escalations, and service reviews, while collaborating with internal teams to maintain high-quality service delivery.