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.

They are currently looking to hire a
n IT Support Services Manage
r to lead the continuous improvement of the integral
Service Des
k, 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 global leve
- l.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 tra

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