Service Delivery Manager for Service Desk Spain

About the role

Responsible for overseeing the effective and efficient delivery of Service Desk services in Spain, ensuring they meet customer expectations and service level agreements (SLAs). The role also drives continuous improvement, maintains strong stakeholder relationships, and ensures compliance with ITIL processes.

Key responsibilities

• Ensure service desk operations are performed under committed SLAs and manage backlog prioritisation.
• Drive, monitor and report on insourced and outsourced delivery teams to meet aligned Service Level Agreements and optimise costs.
• Manage incident, problem, asset and configuration management, as well as change control and continual service improvement.
• Handle complaints, escalations and crises professionally with all stakeholders.
• Propose initiatives under the CSI process to improve Service Desk services.
• Ensure proper hand‑over of EiS activities to service desk agents and maintain documentation.

Required profile

• Bachelor degree in Engineering or Business Administration.
• Minimum 5 years experience in international companies.
• ITIL certification is a plus.
• Advanced English proficiency.
• Advanced skills in MS Office and Google Workspace.
• Experience with ITIL processes and service management.

Required skills

• MS Office (Advanced)
• Google Workspace (Advanced)