Global Service Manager

ISG International Service Group; Madrid; Presencial; EUR 60.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private Medical Insurance

Life & Accident Insurance

Company Pension Plan

Private parking space

Flexible working hours

Descripción de la vacante

ISG International Service Group is seeking a Service Manager in Madrid to lead the global ERP transition from JD Edwards to SAP. The role involves management of ITIL processes, crisis management, and governance of a global team.

Candidates should have over 5 years of experience in IT Service Management, preferably with ERP transitions, and strong skills in ITIL processes and tools like ServiceNow. A competitive salary and premium benefits package are offered.

Formación

• 5+ years in IT Service Management or Service Delivery.
• Experience in major ERP systems, preferably SAP.
• Deep knowledge of ITIL processes and tools.

Responsabilidades

• Lead end-to-end ITIL processes during SAP rollout.
• Handle crisis management and major incidents.
• Govern global service management teams and vendors.

Conocimientos

IT Service Management

Crisis Management

Team Governance

Data Analytics

Fluent English

Herramientas

ServiceNow

PowerBI

Descripción del empleo

Our client is the #1 premium wine and spirits organization globally, managing 240 premium brands across 160 countries.

They are currently preparing a major technological milestone: a global ERP transition (from JD Edwards to SAP). We are seeking a Service Manager to design, govern, and evolve their new global IT support model within an Agile, fast-paced environment.

Key Responsibilities

• Process & Transition Management: Lead and optimize end-to-end ITIL v4 processes (Incident, Change, Problem, and Request) ensuring business continuity during the SAP rollout.
• Crisis Management: Act as the ultimate escalation point for global issues, leading the crisis cell (Major Incidents) under high-intensity situations to protect business operations.
• Team & Partner Governance: Lead a global team of service management coordinators and manage external outsourcing partners/vendors, governing their performance against strict SLAs.
• Data & Tooling: Leverage leading ITSM platforms (ServiceNow) and analytics (PowerBI) to establish smart KPIs and drive continuous service improvement.

Your Profile (Requirements)

• Experience: 5+ years in IT Service Management or Service Delivery, preferably within a global, multinational, or federated environment.
• ERP Context: Prior experience supporting or transitioning major ERP systems (SAP rollouts or Hypercare phases) is highly valuable.
• Frameworks & Tools: Deep knowledge of ITIL processes (ITIL v4 certification is a plus) and hands-on experience with ServiceNow or similar large ITSM tools. Familiarity with Agile ways of working.
• Leadership: Proven track record of influencing cross-functional teams without direct hierarchical authority.
• Languages: Fluent English (written and spoken) is mandatory for daily global collaboration.

What is on Offer

• Competitive base salary + performance bonus.
• Premium Benefits Package: Private Medical Insurance, Life & Accident Insurance, and Company Pension Plan.
• On-site Perks: Private parking space at the office.
• Flexible working hours and hybrid remote work model.
• Clear paths for international career growth within a market-leading global group.