Senior Global IT Manager

Pluxee; Tarragona; Híbrido; EUR 60.000 - 80.000; Jornada completa

Descripción de la vacante

A leading company in employee benefits is seeking an IT Control Tower Manager to oversee operations and lead a specialized team. The role requires strong leadership and technical expertise in IT operations, focusing on incident management and operational excellence. This position offers a hybrid work model based in Madrid, promoting a culture of wellbeing and inclusivity.

Servicios

Wellbeing programs

Work-life balance initiatives

Diversity and inclusion programs

Formación

• 7-10 years of experience in IT operations, with 3-5 years in leadership.
• Proven experience managing IT monitoring and incident management teams.
• Strong knowledge of ITIL processes, with ITIL certification preferred.

Responsabilidades

• Lead and manage the IT Control Tower team, ensuring high service availability.
• Oversee incident management and coordinate resolution efforts across teams.
• Develop processes to enhance efficiency and monitor KPIs and SLAs.

Conocimientos

Leadership

Problem-solving

Communication

Decision-making

Conflict-resolution

Educación

Bachelor's degree in Information Technology

Master's degree (preferred)

Herramientas

Datadog

Nagios

Splunk

SolarWinds

Descripción del empleo

Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits. Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants.

Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet.

The IT Control Tower Manager is responsible for overseeing the IT Control Tower operations, ensuring the seamless monitoring, management, and coordination of IT services across the organization. This role involves leading a team of specialists to maintain high levels of IT service availability, performance, and security. The IT Control Tower Manager will act as the primary point of escalation for major incidents, drive incident resolution efforts, and continuously improve the effectiveness of the IT Control Tower. The ideal candidate will have strong leadership skills, extensive technical expertise, and a proven track record in IT operations management.

1. Leadership and Team Management :

• Lead and manage the IT Control Tower team, providing direction, mentoring, and support.
• Set performance goals, conduct regular performance reviews, and identify professional development opportunities for team members.
• Foster a collaborative and high-performance team culture, promoting continuous improvement.

2. Incident and Problem Management :

• Oversee the monitoring and management of IT infrastructure, networks, and applications to ensure optimal performance and availability.
• Serve as the primary point of escalation for major incidents, coordinating the resolution efforts across IT teams and third-party vendors.
• Lead post-incident reviews, ensuring thorough root cause analysis and the implementation of preventive measures.

3. Operational Excellence :

• Develop and implement processes and procedures to enhance the efficiency and effectiveness of the IT Control Tower.
• Ensure that all incidents, changes, and service requests are managed in accordance with ITIL best practices and organizational policies.
• Continuously monitor key performance indicators (KPIs) and service level agreements (SLAs), taking corrective actions as necessary to meet or exceed targets.

4. Stakeholder Communication :

• Act as the primary liaison between the IT Control Tower and other IT teams, business units, and senior management.
• Provide regular updates to stakeholders on the status of IT services, major incidents, and ongoing improvement initiatives.
• Prepare and deliver reports on IT performance, incident trends, and operational risks to senior leadership.
• Identify opportunities for process improvements, automation, and the adoption of new technologies within the IT Control Tower.
• Lead initiatives to enhance the control tower’s capabilities, including the integration of advanced monitoring tools, AI-driven analytics, and predictive maintenance solutions.
• Stay abreast of industry trends and best practices, applying them to enhance IT operations and service delivery.

6. Risk Management and Compliance :

• Ensure that IT operations comply with internal policies, industry standards, and regulatory requirements.
• Oversee the implementation of security controls and monitor for potential cybersecurity threats, collaborating with the security team as needed.
• Support audits and compliance assessments, ensuring that all required documentation and evidence are provided.

Bachelor's degree in Information Technology, Computer Science, or a related field. A master’s degree is a plus.

7-10 years of experience in IT operations, with at least 3-5 years in a leadership role.

Proven experience managing IT monitoring and incident management teams in a complex IT environment.

Deep understanding of IT infrastructure, networks, applications, and cloud environments.

Proficiency in using and implementing IT monitoring and management tools (e.g., Datadog, Nagios, Splunk, SolarWinds).

Strong knowledge of ITIL processes and best practices, with ITIL certification preferred.

Demonstrated ability to lead and develop high-performing teams.

Strong decision-making, problem-solving, and conflict-resolution skills.

Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels.

English (Mandatory), French / Spanish (is a Plus).

Our office based in Madrid, in Hortaleza.

Hybrid model : 3 days at office and 2 days at home.

Happy at work

1) A meaningful job : Be the change! Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contribute to make a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies.

2) A great culture : People matter – a lot! Be part of a multicultural team that moves as one in a fast paced and innovative environment. We respect and care authentically about our people, we embrace wellbeing and work-life balance, new ideas and we have a lot of fun!

3) An empowering environment : Be yourself! At Pluxee we proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive work place where all abilities are celebrated, and equal learning and growing opportunities are a given.

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