IT Support, Compliance & Digital Workplace Director

📍 Location: Alcobendas, Madrid

💼 Position: IT Support, Compliance & Digital Workplace Director
🏢 Reporting to: IT Operations Director
💰 Salary: To be defined based on experience and fit

We are looking for an IT Support, Compliance & Digital Workplace Director to lead the transformation of the company's technological support model, incorporating Artificial Intelligence, automation, ServiceNow, and new Digital Workplace capabilities.

The main objective will be to evolve IT support toward a more automated, predictive, efficient, and first-level resolution-oriented model, using AI to significantly increase incident resolution capacity in L1.

The position will also have responsibility for the outsourced Compliance/SAM and Digital Workplace services, acting as a global point of reference for providers, IT, and Management.

We are looking for a very senior IT Operations / Service Management professional, with real experience leading support services and technological transformation.

We are not just looking for a traditional Service Desk Director.

We want a person capable of proposing:

Traditional IT Support → ITSM → Automation → AI → Automatic L1 Resolution → Predictive Support.

They must have the capacity to understand both the service strategy and governance as well as the technology required to bring it into production.

It will be especially important that you have participated in real AI and ServiceNow automation projects, and that you have experience simultaneously managing IT Support + Digital Workplace + Compliance/SAM.

• Define and execute the IT Support evolution strategy through Artificial Intelligence and automation.

• Design a support model oriented to AI-driven IT Service Management.

• Identify and automate repetitive support processes.

• Use AI to increase incident resolution capacity in L1, reducing escalations to L2/L3.

• Define AI use cases for classification, diagnosis, resolution, and incident closure.

• Implement AI-assisted troubleshooting mechanisms and response automation.

• Analyze historical incident patterns to identify automation and prevention opportunities.

• Evolve the knowledge base so it can be used by human agents and AI solutions.

• Define automation metrics, L1 resolution rate, escalation reduction, and user satisfaction.

• Drive a more proactive and predictive support model.

• Lead the evolution of ServiceNow as the central IT Service Management platform.

• Review and optimize ITSM processes: Incident, Request, Problem, Change, Knowledge, and Service Management.

• Redesign support processes and procedures to increase efficiency and automation.

• Identify workflow automation opportunities within ServiceNow.

• Integrate ServiceNow with AI tools and other corporate systems.

• Improve classification, prioritization, and automatic ticket assignment.

• Define automation rules and auto-remediation mechanisms.

• Evolve service dashboards and KPIs.

• Ensure data quality and traceability of ITSM processes.

• Lead the functional and technological evolution of the platform alongside specialized providers.

Within the scope of the position will also be the strategy for AI applied to the Digital Workplace.

• Lead the adoption of Gemini for Google Workspace as a corporate productivity and Artificial Intelligence tool.

• Define AI use cases for users, teams, and corporate areas.

• Drive user adoption and training in AI tools.

• Define policies, procedures, and best practices for corporate AI use.

• Analyze the impact of AI on productivity, support, and employee experience.

• Lead the transformation of the workplace toward a more digital and automated model.

• Manage the process of eliminating/reducing the use of Microsoft Office and evolving toward Google Workspace.

• Coordinate the technological and functional transition of the workplace with internal teams and providers.

• Management of the outsourced Digital Workplace / End User Computing service.

• Management of providers responsible for the workplace.

• Definition of SLAs, KPIs, service levels, and improvement plans.

• Supervision of workplace, device, software, collaboration, and productivity services.

• Evolution of the end-user support model.

• Coordination between Digital Workplace, Service Desk, Infrastructure, Security, and Applications.

• Driving automation of the workplace lifecycle.

• Continuous improvement of the digital employee experience.

The position will likewise have responsibility for the Compliance and Software Asset Management (SAM) service, which is currently outsourced.

• Management and monitoring of the outsourced SAM service.

• Supervision of compliance with software and licensing policies.

• Control of software inventory and lifecycle.

• Coordination with specialized SAM providers.

• Monitoring of audits and compliance risks.

• Identification of deviations and definition of remediation plans.

• Coordination with Purchasing, Legal, Security, and IT when necessary.

• Definition and monitoring of compliance and asset management KPIs.

• Leadership of internal teams and external providers.

• Management of critical IT services and multiple technology partners.

• Definition of SLAs, OLAs, KPIs, and executive dashboards.

• Management of budget, contracts, providers, and capacity.

• Definition of the support transformation roadmap toward a highly automated model.

• Management of risks, critical incidents, and continuity plans.

• Periodic reporting to the IT Operations Director.

• Liaison with Management, business, IT, providers, and different corporate areas.

• Driving a culture of automation, continuous improvement, and user orientation.

🏢 Modality: Hybrid - 2 days on-site per week