Senior Service Delivery Lead — ITIL & CSI

Airbus Defence and Space; Getafe; Presencial; EUR 42.000 - 62.000; Jornada completa

Descripción de la vacante

Airbus Defence and Space SAU in Getafe, Spain, seeks a Professional to oversee service desk operations, ensuring SLA compliance and strong stakeholder relations. The role focuses on end-to-end service delivery, incident/problem management, and continuous improvement within ITIL-aligned processes.

The candidate will manage both insourced and outsourced teams, coordinate across national and divisional perimeters, and drive improvements while engaging the right Airbus resources at the right time.

Formación

• Bachelor degree in Engineering or Business administration.
• At least 5 years experience in international companies.
• ITIL certification is a plus.

Responsabilidades

• Assure service desk operations are performed under committed SLAs.
• Ensure Backlog is managed appropriately and priorities set.
• Implements and manages service provision and contributes to product strategy via customer and delivery feedback.
• Drive insourced and outsourced delivery teams to meet SLAs and optimize costs.
• Define corrective actions to meet objectives and lead operational teams.
• Document EiS activities with country SD agents teams.
• Ensure adherence to ITIL processes and manage escalations.
• Propose CSI initiatives to improve SD services.

Conocimientos

English

MS Office

Google Workspace

Educación

Bachelor degree in Engineering or Business administration

Descripción del empleo

Airbus Defence and Space SAU in Getafe, Spain, seeks a Professional to oversee service desk operations, ensuring SLA compliance and strong stakeholder relations. The role focuses on end-to-end service delivery, incident/problem management, and continuous improvement within ITIL-aligned processes.

The candidate will manage both insourced and outsourced teams, coordinate across national and divisional perimeters, and drive improvements while engaging the right Airbus resources at the right time.