Global Service Desk and Technological Transformation Lead

Talent Search People; Barcelona; On-site; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Ticket Restaurants

Fully equipped Gym

Breakfast and fresh fruit

Job summary

A consulting firm specializing in recruitment seeks a Global Service Desk and Technological Transformation Lead in Barcelona. The ideal candidate will oversee the transition to a unified global Service Desk and implement standardized processes to enhance operational efficiency. Key responsibilities include managing IT services, leading strategic projects for standardized support, and fostering team development. Competitive benefits include Ticket Restaurants and gym access.

Qualifications

• Experience managing IT services in multinational corporations.
• Solid experience in the use and management of Atlassian suite.
• Deep knowledge of ITSM tool management and consolidation.
• Ability to lead change management and transform a diverse support team.
• Analytical ability to translate performance data into strategic insights for decision making.
• Results-driven with a track record of delivering in challenging environments.

Responsibilities

• Lead the Service Desk transformation to a unified support model.
• Consolidate data from multiple ITSM tools for management reporting.
• Foster a culture of continuous improvement and high performance.
• Team Development: train and develop the service desk team across platforms.

Skills

Experience in Complex Environments

Knowledge of Technological Tools

ITSM Strategy

Leadership and Transformation

Analytical Thinking

Results-Oriented

Tools

Jira Service Management

Jira Software

Confluence

Microsoft 365

PowerBI

Job description

Global Service Desk and Technological Transformation Lead

Our client offers culinary solutions in several countries of Europe and Africa with prestigious local brands (e.g., Jumbo, Gallina Blanca, Erasco, Gino, Liebig, Star, Bama, D&L, Grand'Italia, Blå Band).

This role is fundamental to technological transformation and standardization at the Agrolimen group. The ideal candidate will lead the Global Service Desk, unifying support processes for multiple companies. Their mission will be to ensure operational excellence and customer satisfaction worldwide, implementing a single, efficient service model.

Mission

• Lead the Service Desk transformation: Drive the evolution from a fragmented support model to a unified, global Service Desk, establishing standardized processes and tools.
• Drive technological standardization: Lead initiatives to consolidate support tools and processes, resolving complexities of working with different Jira instances and non-standardized systems to generate consolidated, strategic reporting for management.
• Excellence in service management: Ensure the Service Desk team resolves incidents and requests with maximum efficiency, exceeding SLAs and maintaining high user satisfaction across all markets.

Key Functions

• Global Service Desk Management: Act as the primary point of contact for all service inquiries and requests, overseeing incident management and problem resolution at a global level.
• Unification and Reporting: Consolidate data from multiple ITSM tools to generate unified, high-value performance reports for management.
• Standardization Project Management: Lead strategic projects for the implementation of a common technological model for support, selecting and implementing tools that enable more effective management.
• Team Development: Foster a culture of continuous improvement and high performance, training the team to handle the complexity inherent in a diverse environment.

Skills and Competencies

• Experience in Complex Environments: Demonstrate experience managing IT services in multinational corporations with complex technological architectures.
• Knowledge of Technological Tools: Solid experience in the use and management of the Atlassian suite (Jira Service Management, Jira Software, Confluence), as well as the Microsoft environment (Microsoft 365, PowerBI, etc.).
• ITSM Strategy: Deep knowledge of ITSM tool management and consolidation. Experience in unifying ticketing systems and process automation will be highly valued.
• Leadership and Transformation: Ability to lead change management and transform a support team that handles multiple platforms and processes.
• Analytical Thinking: Ability to analyze complex performance data and convert it into strategic information for decision‑making.
• Results‑Oriented: Pragmatic approach to problem‑solving and a proven track record of achieving results in challenging environments.

What We Offer

• Ticket Restaurants.
• Fully equipped Gym.
• Breakfast and fresh fruit.

Seniority Level

Associate

Employment Type

Full‑time

Job Function

Information Technology

Industry

Food and Beverage Services

Referrals increase your chances of interviewing at Talent Search People by 2x

Get notified about new Service Desk Specialist jobs in Greater Barcelona Metropolitan Area.