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 aService Managerto design, govern, and evolve their new global IT support model within an Agile, fast-paced environment.Key ResponsibilitiesProcess & 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 global 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 OfferCompetitive 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.

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