Our client is a world‑leading premium spirits and wine company, with a portfolio of globally recognized brands and a presence in over 70 countries.

We are currently looking to hire an IT Support Services Manager to lead the continuous improvement of the global Service Desk, ensuring an efficient, scalable, and high‑quality end‑user experience within a dynamic and international environment, with a global scope and a strong focus on Europe and the Africa & Middle East regions.

Key Responsibilities

- Lead and continuously optimize global Service Desk operations, ensuring SLA/KPI compliance and high‑quality service delivery.
- Manage and govern relationships with external vendors, ensuring performance, accountability, and service excellence.
- Drive continuous improvement initiatives, including automation, shift‑left strategies, and process optimization.
- Develop and enhance knowledge management practices (knowledge base, service catalog, self‑service capabilities).
- Analyze service performance data and user feedback to identify trends, risks, and improvement opportunities.
- Coordinate ITIL processes (Incident, Problem, Change Management), ensuring alignment across global teams.
- Participate in governance forums, service reviews, and stakeholder meetings at a general level.
- Support service transformation initiatives,



including service consolidation and modernization of support models.
- Ensure proper communication and coordination across teams for changes, incidents, and service updates.
- Promote a user‑centric approach, continuously improving the end‑user experience.

Requirements

- 10+ years of experience in IT Service Management / Service Desk environments
- Proven track record managing outsourced services in global, multi‑vendor environments
- Strong knowledge of ITSM frameworks (ITIL, COBIT); certifications are a plus.
- Hands‑on experience with ITSM tools, especially ServiceNow (knowledge management, workflows, automation).
- Experience in service transformation, transition, and continuous improvement initiatives.
- Strong analytical mindset with experience in reporting, KPIs, and data‑driven decision‑making.
- Excellent communication, stakeholder management, and influencing skills.
- Ability to operate in complex, fast‑paced, and international environments.
- Working level of Spanish is required.

Qualifications

- Bachelor's degree in Information Technology, Business Administration, or a related field.
- Advanced degrees or certifications in IT Service Management (e.g., ITIL).

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