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IT Service Management Specialist

Hybrid in Madrid·Full-time·Added 2 days ago (last checked 16 Oct)

SGS

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Overview

Work mode: Hybrid, Madrid
Contract: Full-time
English: Required

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Skills

Salesforce

Requirements

Qualifications

Graduate engineering/science/IT or business management or related subjects
Minimum 3-5 years of working experience in similar roles with knowledge of IT application and service / support processes

Required Skills

Passionate about service management & its opportunities to continuously improve
Obsessive for being the voice of the Business in each service initiative.
Highly organized: proven ability to proactively manage time effectively when handling multiple simultaneous activities
Continues improvement mindset with a focus on business impacts
Dynamic, proactive and excellent team player
Strong analytical skills to understand dependencys and propose solutions to business impacting issues
Good communication skills with business stakeholders and with globally distributed teams
Experience in service management methods and tools, including ITIL, IT4IT and Ticketing Systems
Fluent in English (verbal and written)

Nice to have

LIMS Product Experience (G6, Starlims, Labvantage and /or others)
Understanding of laboratory process & environment
Client Portal Solutions like Salesforce
Knowledge of Spanish

Pay & benefits

Additional Information

Why SGS?

Join a globally recognized and stable company, a leader in the Testing, Inspection, and Certification (TIC) industry.
Enjoy a flexible schedule and a hybrid work model.
Access continuous learning opportunities through SGS University and Campus.
Collaborate in a multinational environment with colleagues from various continents.

Apply Now:
At SGS, we are committed to fostering an open, friendly, and supportive culture that thrives on teamwork. We value diversity and provide endless opportunities to learn, grow your expertise, and fulfill your potential. Apply now to join our motivated and dynamic team!

The role

Company Description

SGS is the world's leading Testing, Inspection and Certification company. We operate a network of over 2,500 laboratories and business facilities across 115 countries, supported by a team of over 100,000 dedicated professionals. With more than 145 years of service excellence, we combine the precision and accuracy that define Swiss companies to help organizations achieve the highest standards of quality, compliance and sustainability.

Our brand promise - "when you need to be sure" - underscores our commitment to trust, integrity and reliability, enabling businesses to thrive with confidence. We proudly deliver our expert services through the SGS name and a portfolio of trusted specialized brands, including Applied Technical Services, Brightsight, Bluesign and Nutrasource.

Job Description

As an IT Service Management Specialist, you will be part of the Corporate IT organization and join the Service Management team, supporting laboratory users globally on LIMS (Laboratory Information Management System) solutions. You will act as a key link between business and IT, managing stakeholder communication, service management processes and tools, while driving continuous service improvements to deliver a high-quality user experience.

Responsibilities

Business Communication Management

Communicate with stakeholders on an ongoing basis about all aspects of service support and understanding business priorities
Support the business in problem management and escalation processes
Coordinate testing activities with lab users of requested new functionalities and/or incident fixes
Work closely with Business/Lab users and rollout teams to onboard successfully new users to support & service management process & related tools

Service Management

Verify the actual service level against the defined SLAs for Laboratory Solutions.
Collaborate proactively with all support levels for continuous improvements.
Regular review of support ticket backlog and drive resolution with different teams
Update & improve service management processes & tools to generate efficiency gains
Own Change Management Process for application changes in collaboration with relevant teams

Interaction with Application Delivery Teams

Act as a liaison between business, support and application teams, facilitating clear & timely communication
Manage the business priorities in alignment with Application Development teams

Hiring process

3 steps2 interviewsa task to do

Application
Recruitment team contact
With recruitment team
If your skills and experience match current or future needs, a member of the recruitment team contacts you.
Interviews
Face-to-face or virtual interviews, also a chance to learn about the job, your future manager and the culture.
Assessments
Not every role
For some positions: personality, cognitive and technical assessments, a short psychometric study, or more thorough assessments by external consultants.
Additional screening and reference check
Selection and offer · With HR team

An email acknowledges receipt of every application.
Unsuccessful candidates are informed and may be contacted for future openings.

About SGS

SGS is a Swiss-headquartered multinational company and the world's leading inspection, verification, testing and certification company. Founded in 1878, it operates across diverse industries including agriculture, construction, energy, manufacturing, mining, and public sector, providing services such as quality assurance, risk management, and sustainability solutions. With over 99,000 employees and a network of more than 2,600 offices and laboratories worldwide, SGS is a category-defining player in the Testing, Inspection and Certification (TIC) sector.

In Spain, SGS has a significant presence with offices in Madrid, Barcelona, and other major cities, offering a wide range of technical and inspection roles. The company is known for its strong commitment to safety, quality, and regulatory compliance, making it a relevant employer for international professionals with backgrounds in engineering, environmental science, and industrial safety. SGS provides opportunities for career growth in a global environment, and its Spanish operations are a key part of its European network.

Industry: Testing & Certification
Founded: 1878
Employees: 50,000–100,000
Headquarters: Geneva, Switzerland
In Spain: Madrid, Barcelona, Valencia and 7 more
Website: sgs.com

Good to know if you are moving

SGS operates in over 140 countries, offering international professionals the chance to work in a truly global environment with potential for cross-border projects and career mobility.
The company provides extensive training and development programs, including language courses and technical certifications, which can be valuable for professionals relocating to Spain.
SGS has a structured career path with opportunities to progress from technical roles to management positions, appealing to those seeking long-term growth.
The Spanish offices are well-established and integrated into the European network, offering a stable work environment and exposure to diverse industries.
SGS is a large, stable employer with a strong brand name, which can be reassuring for international professionals seeking a secure position.

All open roles at SGS