Service Manager

• Higher vocational training degree in Computer Systems Administration or higher studies.
• ITIL V4 Foundation certification or higher
• Languages:
  • English required minimum level B2
  • Catalan required minimum level B2
• At least 3 years of experience managing Service Desk services.

As Service Manager, you will be part of our specialized team offering professional Service Desk services, where we assume responsibility for ISO 20000 certified multi-client support and work under market-standard methodologies, such as ITIL.

Our user service center has established talent management focused on enhancing the well-being and performance of the team.

Applications from Madrid and other locations in Spain are accepted

• You will be responsible for the construction, monitoring, and continuous improvement of the services we deliver as a Service Desk to our clients.
• You must be in constant contact with your clients, understanding their business and their needs to be able to adapt the service to what they require, in order to ensure the value offered.
• You will be responsible for keeping risk management and continuous service improvement up to date, having, above all, proactivity in the global vision of the client-service ecosystem.
• You will understand the clients' business and how the Service Desk can have a positive impact both on their users and directly on the client's business, improving their processes and increasing the return on investment.
• You will report the health status of your services to the division manager.
• You will supervise that the SLAs agreed upon with clients are met, and in the event that they are not, follow up on what the problem is and what measures will be implemented to mitigate them.
• You must have the ability to draw conclusions from monitoring reports to generate short, medium, and long-term improvement action plans.
• You will ensure budget compliance for each of the services and promote investments for improvement.