Our client is the #1 premium wine and spirits organization globally, managing 240 premium brands across 160 countries. They are currently preparing a major technological milestone: a global ERP transition (from JD Edwards to SAP). We are seeking a Service Manager to design, govern, and evolve their new global IT support model within an Agile, fast-paced environment. Key Responsibilities Process & Transition Management : Lead and optimize end-to-end ITIL v4 processes (Incident, Change, Problem, and Request) ensuring business continuity during the SAP rollout. Crisis Management : Act as the ultimate escalation point for global issues, leading the crisis cell (Major Incidents) under high-intensity situations to protect business operations. Team & Partner Governance : Lead a integral team of service management coordinators and manage external outsourcing partners/vendors, governing their performance against strict SLAs. Data & Tooling : Leverage leading ITSM platforms (Service Now) and analytics (Power BI) to establish smart KPIs and drive continuous service improvement. Your Profile (Requirements) Experience:



5+ years in IT Service Management or Service Delivery, preferably within a global, multinational, or federated environment. ERP Context: Prior experience supporting or transitioning major ERP systems (SAP rollouts or Hypercare phases) is highly valuable. Frameworks & Tools: Deep knowledge of ITIL processes (ITIL v4 certification is a plus) and hands-on experience with Service Now or similar large ITSM tools. Familiarity with Agile ways of working. Leadership: Proven track record of influencing cross-functional teams without direct hierarchical authority. Languages: Fluent English (written and spoken) is mandatory for daily global collaboration. What is on Offer Competitive base salary + performance bonus. Premium Benefits Package: Private Medical Insurance, Life & Accident Insurance, and Company Pension Plan. On-site Perks: Private parking space at the office. Versátil working hours and hybrid remote work model. Clear paths for international career growth within a market-leading global group. #J-18808-Ljbffr

📌 Global Service Manager (Madrid)
🏢 ISG International Service Group
📍 Madrid