IT Service Desk Delivery Manager, Barcelona

Jordan martorell s.l.; Barcelona; Híbrido; EUR 60.000 - 80.000; Jornada completa

Descripción de la vacante

Una empresa internacional de servicios químicos busca un IT Service Desk Delivery Manager para liderar operaciones globales del Service Desk, gestionando proyectos complejos y mejorando la satisfacción del cliente. Se requiere mínimo 8 años de experiencia en gestión de servicios de TI y habilidades avanzadas en inglés. La posición ofrece un contrato permanente, un entorno de trabajo colaborativo y oportunidades de desarrollo profesional.

Servicios

Paquete completo de beneficios

Presupuesto sólido para formación y certificación

Ambiente de trabajo respectuoso y colaborativo

Formación

• Mínimo 8 años de experiencia en gestión de servicios de TI a nivel senior.
• 3 a 5 años de experiencia liderando proyectos de TI en entornos internacionales.
• Conocimiento sólido de marcos y mejores prácticas de ITIL.

Responsabilidades

• Liderar y optimizar operaciones globales del Service Desk de TI.
• Actuar como punto de escalación primaria para asegurar soporte de alta calidad.
• Gestionar proveedores y asegurar mejoras continuas en la calidad del servicio.

Conocimientos

ITIL

Gestión de proveedores

Comunicación avanzada en inglés

Análisis de métricas de servicio

Educación

Título universitario en Gestión de la Información, Informática o campo relacionado

Herramientas

Herramientas de gestión de servicio

Descripción del empleo

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,