Support Delivery Coordinator (applications)

• Permanent contract with a leading company in the Life Sciences industry.
• Gross Salary: 55.000 - 60.000 €
• Hybrid model

• Oversee the delivery of IT support services for more than 1,800 employees across 600+ retail locations, corporate offices and logistics facilities, ensuring business continuity through the effective management of Level 1 and Level 2 incidents, service requests and problem resolution.
• Coordinate the support and ongoing operation of a broad portfolio of business applications, including customer-facing platforms (Salesforce, xStore and proprietary solutions), enterprise systems (Oracle Fusion, Oracle Apex, LEA and other internal applications), digital workplace technologies (end-user devices, operating systems, printing, telephony, servers and network services), as well as reporting and analytics tools.
• Support the successful rollout, transition and stabilization of new technology initiatives and business transformation projects, ensuring operational readiness and a seamless user experience.
• Act as the primary liaison between IT and the business, fostering strong relationships with key stakeholders to understand operational needs and ensure technology services effectively support business objectives.
• Develop, maintain and continuously optimize the IT service management framework, promoting best practices, process standardization and a culture of continuous service improvement.
• Monitor service performance through defined KPIs and SLAs, producing regular reporting on operational performance, customer satisfaction and service quality while driving corrective actions where required.
• Lead and mentor the IT Service Support function, coordinating multidisciplinary teams to ensure efficient service delivery, prioritization of activities and high levels of customer satisfaction.
• Coordinate the investigation and resolution of complex incidents by working closely with internal technical teams, global IT functions and third-party vendors to minimize business disruption.
• Identify recurring issues and implement preventive measures, including knowledge documentation, workarounds, corrective actions and user enablement initiatives aimed at reducing incident volumes and improving first-time resolution.
• Manage critical escalations from end to end, ensuring clear communication with stakeholders, tracking improvement initiatives and providing regular updates on service performance and action plans.

We are looking for an Support Delivery Coordinator to lead application service delivery within a leading Life Sciences company. The successful candidate will be responsible for coordinating, optimizing, and ensuring the effective delivery of business-critical technology solutions while driving service excellence across the organization.

• IT Service Delivery | IT Operations | ITSM (ITIL) | Continuous Improvement
• Application Support | L1/L2 Support | CRM (Salesforce) | ERP (Oracle Fusion)

• Candidate Profile
  • Bachelor's or Master's degree in Engineering, Computer Science, Information Technology or a related discipline.
  • At least 5 years of experience managing IT Service Support or IT Operations within complex business environments.
  • Previous hands-on experience with software applications and digital workplace technologies.
  • Proven track record leading Level 1 and Level 2 support functions, covering end-user services as well as business-critical applications such as ERP and CRM platforms.
  • Good understanding of IT Service Management frameworks, including ITIL principles, Lean IT methodologies and continuous service improvement practices.
  • Experience working with ITSM platforms to manage incidents, requests, problems and service performance.

  Skills & Competencies

  • Strong customer-focused approach with a commitment to delivering high-quality IT services.
  • Demonstrated leadership capabilities, with experience managing teams, engaging stakeholders and balancing competing priorities.
  • Excellent interpersonal and communication skills, with the ability to influence and collaborate across different business areas.
  • Analytical mindset with a structured approach to problem solving and data-driven decision making.
  • Experience coordinating external suppliers, monitoring service quality and managing operational budgets or service costs.

  Languages

  • Spanish: Native or bilingual proficiency.
  • English: Professional working proficiency (advanced level).