ppOur client is the #1 premium wine and spirits organization globally, managing 240 premium brands across 160 countries. /ppThey are currently preparing a major technological milestone: ba global ERP transition /b (from JD Edwards to SAP). We are seeking ab Service Manager /b to design, govern, and evolve their new global IT support model within an Agile, fast-paced environment. /ph3Key Responsibilities /h3ullibProcess Transition Management /b: Lead and optimize end-to-end ITIL v4 processes (Incident, Change, Problem, and Request) ensuring business continuity during the SAP rollout. /lilibCrisis Management /b: Act as the ultimate escalation point for global issues, leading the crisis cell (Major Incidents) under high-intensity situations to protect business operations. /lilibTeam Partner Governance /b: Lead a integral team of service management coordinators and manage external outsourcing partners/vendors, governing their performance against strict SLAs. /lilibData Tooling /b: Leverage leading ITSM platforms (ServiceNow) and analytics (PowerBI) to establish smart KPIs and drive continuous service improvement. /li /ulh3Your Profile (Requirements) /h3ullibExperience:



/b 5+ years in IT Service Management or Service Delivery, preferably within a global, multinational, or federated environment. /lilibERP Context: /b Prior experience supporting or transitioning major ERP systems (SAP rollouts or Hypercare phases) is highly valuable. /lilibFrameworks Tools: /b Deep knowledge of ITIL processes (ITIL v4 certification is a plus) and hands-on experience with ServiceNow or similar large ITSM tools. Familiarity with Agile ways of working. /lilibLeadership: /b Proven track record of influencing cross-functional teams without direct hierarchical authority. /lilibLanguages: /b Fluent English (written and spoken) is mandatory for daily global collaboration. /li /ulh3What is on Offer /h3ulliCompetitive base salary + performance bonus. /lilibPremium Benefits Package: /b Private Medical Insurance, Life Accident Insurance, and Company Pension Plan. /lilibOn-site Perks: /b Private parking space at the office. /liliFlexible working hours and hybrid remote work model. /liliClear paths for international career growth within a market-leading global group. /li /ul /p #J-18808-Ljbffr

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