Key Focus Areas

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

Integral healthcare retailer with a complex multi-site IT environment.

Responsibilities

- Ensure the availability and quality of IT Service Support for 2,000+ users, 700+ shops, the headquarters, and the warehouse by managing Level 1 and Level 2 incidents, problems, and requests related to all key digital solutions:
- Front Office Applications: Salesforce, xStore, and other in-house tools.
- Back Office Applications: Oracle Fusion, Oracle Apex, LEA, and other internal systems.
- Digital Workplace: printing, OS, telephony, servers, and communications.
- Reporting & Business Intelligence tools.
- Act as a key enabler in the deployment and stabilization of both IT and business operations projects.
- Serve as the single point of contact for IT service user experience. Build and maintain strong relationships with business stakeholders to align IT services with business priorities.




- Design and control an efficient IT operating model, applying ITSM best practices and a continuous improvement mindset.
- Define, track, and ensure fulfillment of SLAs and KPIs. Report on service performance, user satisfaction, and operational efficiency.
- Lead and coordinate a cross-functional IT service support team, ensuring effective incident handling and service delivery.
- Troubleshoot and coordinate incident and problem resolution across internal teams, global functions, and external providers.
- Contribute to the creation and implementation of workarounds, contingency plans, remediation actions, and internal knowledge bases to empower key users and reduce ticket volume.
- Manage escalations and communicate improvement plans, presenting updates to relevant stakeholders and ensuring transparency.

Compensation

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

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📌 Support Delivery Coordinator (applications) (Barcelona)
🏢 Michael Page
📍 Barcelona