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 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 (ServiceNow) and analytics (PowerBI) 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 general, 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 ServiceNow 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.Flexible working hours and hybrid remote work model.Clear paths for international career growth within a market-leading global group.
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📌 Global Service Manager (Madrid)
🏢 ISG International Service Group
📍 Madrid