IT Service Management Lead

COFCO Agri Ltd.; Barcelona; Presencial; EUR 55.000 - 75.000; Jornada completa

Descripción de la vacante

COFCO Agri Ltd. in Barcelona is seeking a Senior IT Service Management professional to support the Head of Global IT Services. The role involves developing ITSM policies, facilitating training sessions, and ensuring adherence to SLA and KPI targets.

The ideal candidate will have over 5 years of experience, strong ITIL knowledge, and experience with ServiceNow administration. Fluency in English is mandatory, with Spanish and Portuguese as added advantages.

Formación

• 5+ years of progressive IT Service Management Operations.
• Proven knowledge in ITIL Framework and ITSM best practices.
• Expertise in ITIL-based process design.

Responsabilidades

• Develop and maintain ITSM policies, processes and SOPs aligned with ITIL standards.
• Ownership and continuous review of all ITSM practice documentations.
• Ownership of ITSM process workshops and training sessions for users.

Conocimientos

ITIL knowledge

ServiceNow administration

Process Improvement

Training delivery

Analytical skills

Communication skills

Educación

Bachelor’s Degree in IT, Computer Science, Engineering

ITIL Managing Professional or Higher

ServiceNow CSA

Descripción del empleo

Location

Barcelona, Barcelona, ES

Job Purpose

We are looking for a senior IT service management to support the Head of Global IT Services by providing ITSM excellence through policy and process design, documentation, service design, service transition, user training and communication. Must bring a strong ITIL knowledge and ServiceNow hands‑on, including administration, and CMDB and Foundational Data knowledge.

Responsibilities

• Develop and maintain ITSM policies, processes and SOPs aligned with ITIL standards. Identify gaps in service management practices and recommend enhancements.
• Ownership and continuous review of all ITSM practice documentations together with the Global Head of IT Services Management and Delivery to make sure new implementation and improvements are in place.
• Ownership of ITSM process workshops and training sessions for all IT users to enable them with latest updates and improvements.
• Monitor SLA and KPI and take actions to make sure they are in adherence to global targets and report improvements and suggestions.
• Responsible for the ServiceNow and IT operational core data creation and maintenance activities and report improvements and suggestions.
• Ownership of Global CAB to maintain quality of all Changes for CAB approval.
• Ability to perform basic ServiceNow administration activities to maintain data updated.
• Monitor ITSM and CMDB/CSDM process governance and report them along with suggestions.

Requirements

• 5+ years of progressive IT Service Management Operations.
• Proven knowledge in ITIL Framework and ITSM best practices.
• Expertise in ITIL-based process design.
• Good knowledge of ServiceNow Administration, Data Foundations and CMDB.
• Ability to deliver Training Programs and conduct workshops for diverse audiences.
• Strong Analytical skills for Process Improvement and KPI tracking.
• Strong problem-solving and communication skills.
• Ability to work independently and in a team-oriented and fast-paced environment.
• Fluent in English (mandatory); Spanish and Portuguese (nice to have).

Education and Certifications

• Bachelor’s Degree in IT, Computer Science, Engineering, or similar.
• ITIL Managing Professional or Higher (Preferred)
• ServiceNow CSA (Advantage)

Equal Opportunity Employer

COFCO International is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, national origin, disability status, protected veteran status or any other characteristic protected by law.