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The Position
Job Description: IT Service Coordinator / Service Delivery Manager
The Position
The IT Service Coordinator is accountable for the efficient, effective, and compliant daily delivery of Managed Services across assigned Teams or Products. In this role, you act as the primary operational connector and Single Point of Contact (SPOC) between internal Teams, consumers, and Managed Service Providers (MSPs). You ensure that operational support meets high quality and performance standards, driving day-to-day execution, resolving technical/procedural ambiguities,
and fostering continuous service improvement while maintaining full alignment with organizational standards and business objectives.
Your Responsibilities
- Operational Service Delivery & MSP Coordination: Act as the Single Point of Contact (SPOC) to centralize technical and procedural queries from MSP technicians in their daily tasks. Coordinate and interact closely with the Managed Service Provider to manage operational support parameters, including ticket volume, backlog execution, and on-time delivery.
- Communication & Stakeholder Interaction: Ensure proper, timely, and professional communication (via email, chat, and meetings) between MSPs, internal consumers, and staff. Validate meeting minutes, lead operational follow-ups, and communicate effectively and openly with internal Teams to maintain complete cross-functional alignment.
- Service Standards & Compliance: Ensure strict adherence to established organizational standards, policies, and op
📌 IT Service Coordinator (Madrid)
🏢 Roche
📍 Madrid