Infrastructure Deputy Director

We are looking for a leadership profile for services, people, and implementation, with a solid technological understanding, but whose main strength is connecting business, users, technical teams, and operations.

Lead the implementation, operation, and evolution of digital services aimed at MAPFRE Spain's users, ensuring that new services reach production in an orderly manner, are adopted, and provide a simple, stable, and high-quality experience.

Take responsibility for the service from end to end: implementation preparation, transition to operations, adoption, stabilization, monitoring, and continuous improvement, connecting the needs of the business and users with Engineering, Operations, Security, and providers.

Exercise close, demanding, and results-oriented leadership, with special responsibility for people management and development, and for activity control. The position will require autonomy to make decisions, critical thinking, a capacity for continuous improvement, and the ability to coordinate multiple areas with firmness, empathy, and judgment, respecting the technical design and architecture responsibilities that belong to Engineering.

• Lead the service from end to end, from implementation preparation to stable operation and continuous improvement.
• Relate closely to business areas, listen, and ask the right questions to understand their context, identify needs, and translate them into clear, prioritized, and viable requirements, using simple language and avoiding unnecessary technicalities.
• Define and maintain the roadmap for workplace, collaboration, and digital experience services, aligned with MAPFRE Spain's priorities.
• Guarantee the operational readiness of each initiative: procedures, support model, training, communication, adoption, measurement, and service entry criteria.
• Lead national-scale implementations and coordinate complex deployments with business areas, Engineering, Operations, Security, Networks, and providers.
• Ensure an orderly transition to operations, monitor stabilization, and activate corrective plans when necessary.
• Define and follow quality, availability, experience, adoption, efficiency, and satisfaction indicators, using them to prioritize improvements.
• Actively listen to users and business areas, identify recurring problems, and convert them into structural service improvements.
• Manage strategic providers, manufacturers, and partners, establishing clear objectives and supervising commitments, costs, and service levels.
• Direct operational and executive committees, explaining the service status, risks, necessary decisions, and business impact in a simple manner.
• Anticipate operational and adoption risks, agree on mitigation plans, and ensure their execution.
• Manage and optimize the area budget, seeking efficiency without compromising quality or user experience.
• Lead and develop internal and external teams: set objectives, delegate, distribute responsibilities and workloads, perform rigorous monitoring, offer useful feedback, and handle difficult conversations, conflicts, or performance deviations with maturity.
• Organize and direct the area's activity: establish priorities, balance capacities, identify blockers and deviations, demand concrete plans, and verify their execution, distinguishing between what is urgent and what is truly important.
• Constructively question existing models, processes, and decisions, identify root causes, and promote realistic, measurable, and sustainable improvements, avoiding both complacency and criticism without proposals.
• Guarantee compliance with applicable security, risk, and regulatory requirements, in coordination with the responsible areas.

• More than 6 years of experience in technological services within complex corporate environments, with increasing responsibility.
• Demonstrable experience leading end-user services, digital workplace, collaboration, or employee experience.
• Experience in implementations of relevant scope, transition to operations, stabilization, and change management.
• Demonstrable experience directing and developing multidisciplinary internal and external teams, with direct responsibility for objectives, activity organization, performance, professional evolution, and management of complex situations.
• Experience managing strategic providers, contractual commitments, costs, and improvement plans.
• Experience interacting with management, business managers, and technical areas, identifying needs and facilitating agreements and decisions in contexts with different interests or sensitive situations.

• Close and demanding leadership, with the ability to develop people, generate trust, delegate, and build solid teams.
• Business understanding and the ability to listen, ask, identify, prioritize, and specify needs.
• Clear and adaptable communication, capable of explaining complex matters in the language of each interlocutor.
• Influence, negotiation, and management of relationships and sensitive situations, combining firmness, empathy, and judgment.
• Rigorous management of activity, priorities, workloads, commitments, and results.
• Critical thinking and the ability to question constructively, reach root causes, and propose alternatives.
• Responsibility for results, decision-making, and solving complex problems.
• Global vision and coordination of areas with different responsibilities and interests.
• Initiative, learning, and continuous improvement with a focus on measurable and sustainable results.

• Ability to assume responsibility for the service from end to end and maintain focus until a stable result is achieved.
• Judgment to distinguish service decisions from engineering decisions and to work in a coordinated manner with technical areas.
• Executive presence to facilitate decisions, manage expectations, and clearly convey impacts, risks, and alternatives.
• Closeness to operations and to users, avoiding management based solely on reports.
• Ability to transform data, incidents, and user feedback into concrete priorities and actions.

• Implementations carried out with full operational preparation, orderly transition, and stabilization within agreed timeframes.
• Sustained improvement in quality, availability, satisfaction, and user experience.
• Increase in adoption and effective use of digital services.
• Reduction of repetitive incidents, operational risks, and resolution times.
• Compliance with service commitments and effective execution of improvement plans.
• Use of budget based on criteria of efficiency, value, and sustainability.
• Trust from business areas and improved coordination between participating areas.
• Cohesive and developed team, with clear objectives, priorities, and responsibilities; activity under control; conflicts and deviations addressed in a timely manner; and increasing capacity to propose and execute improvements.