IT Service Management Specialist

SGS; Madrid; Hybrid; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid work model

Continuous learning opportunities

Global collaboration

Job summary

SGS is seeking an IT Service Management Specialist to join the Corporate IT organization and the Service Management team, supporting laboratory users globally on LIMS solutions. You will act as a key link between business and IT, managing stakeholder communication, service management processes and tools, and driving continuous service improvements to deliver a high-quality user experience.

Responsibilities include business communication management, SLA verification, change management, and

Qualifications

• Graduate engineering, science, IT or business management.
• 3–5 years in similar IT service/support roles.

Responsibilities

• Communicate with stakeholders about service priorities and updates.
• Support problem management and escalation processes.
• Coordinate testing with lab users for new features and fixes.
• Onboard new users to service management processes and tools.
• Verify SLAs for Laboratory Solutions and drive improvements.
• Coordinate with delivery and support teams on changes.

Skills

Service management

Stakeholder communication

Analytical thinking

Time management

Team collaboration

Continuous improvement

English proficiency

Change management

Education

Bachelor's degree in Engineering/Science/IT or Business Management

Tools

ITIL

IT4IT

Ticketing systems

Job description

SGS is the world’s leading Testing, Inspection and Certification company. We operate a network of over 2,500 laboratories and business facilities across 115 countries, supported by a team of over 100,000 dedicated professionals. With more than 145 years of service excellence, we combine the precision and accuracy that define Swiss companies to help organizations achieve the highest standards of quality, compliance and sustainability.

Our brand promise – “when you need to be sure” – underscores our commitment to trust, integrity and reliability, enabling businesses to thrive with confidence. We proudly deliver our expert services through the SGS name and a portfolio of trusted specialized brands, including Applied Technical Services, Brightsight, Bluesign and Nutrasource.

Job Description

As an IT Service Management Specialist, you will be part of the Corporate IT organization and join the Service Management team, supporting laboratory users globally on LIMS (Laboratory Information Management System) solutions. You will act as a key link between business and IT, managing stakeholder communication, service management processes and tools, while driving continuous service improvements to deliver a high-quality user experience.

Responsibilities

Business Communication Management

• Communicate with stakeholders on an ongoing basis about all aspects of service support and understanding business priorities
• Support the business in problem management and escalation processes
• Coordinate testing activities with lab users of requested new functionalities and/or incident fixes
• Work closely with Business/Lab users and rollout teams to onboard successfully new users to support & service management process & related tools

Service Management

• Verify the actual service level against the defined SLAs for Laboratory Solutions.
• Collaborate proactively with all support levels for continuous improvements.
• Regular review of support ticket backlog and drive resolution with different teams
• Update & improve service management processes & tools to generate efficiency gains
• Own Change Management Process for application changes in collaboration with relevant teams

Interaction with Application Delivery Teams

• Act as a liaison between business, support and application teams, facilitating clear & timely communication
• Manage the business priorities in alignment with Application Development teams

Qualifications

• Graduate engineering/science/IT or business management or related subjects
• Minimum 3-5 years of working experience in similar roles with knowledge of IT application and service / support processes

Required Skills

• Passionate about service management & its opportunities to continuously improve
• Obsessive for being the voice of the Business in each service initiative.
• Highly organized: proven ability to proactively manage time effectively when handling multiple simultaneous activities
• Continues improvement mindset with a focus on business impacts
• Dynamic, proactive and excellent team player
• Strong analytical skills to understand dependencys and propose solutions to business impacting issues
• Good communication skills with business stakeholders and with globally distributed teams
• Experience in service management methods and tools, including ITIL, IT4IT and Ticketing Systems
• Fluent in English (verbal and written)

Nice to have

• LIMS Product Experience (G6, Starlims, Labvantage and /or others)
• Understanding of laboratory process & environment
• Knowledge of Spanish

Additional Information

Why SGS?

• Join a globally recognized and stable company, a leader in the Testing, Inspection, and Certification (TIC) industry.
• Enjoy a flexible schedule and a hybrid work model.
• Access continuous learning opportunities through SGS University and Campus.
• Collaborate in a multinational environment with colleagues from various continents.