Experteer Overview
In this role you will oversee Spain’s Service Desk delivery, ensuring SLA compliance and consistent service quality. You will work with cross-national teams to harmonise ways of working and manage stakeholder relationships. You will lead incident, problem, and KPI management, driving continuous service improvements. You will collaborate with service owners, application managers, and end users to deliver end-to-end service desk outcomes that support the broader business. This is a hands-on leadership role with a focus on security-conscious operations and operational excellence.

Compensaciones / Incentivos
• Ensure service desk operations meet committed SLAs
• Manage backlog with proper prioritisation
• Lead insourced and outsourced delivery teams to fulfill SLAs and optimise cost




• Define corrective actions to achieve objectives and drive operational teams
• Oversee EiS activities handover to service desk agents
• Comply with ITIL processes and manage escalations and crisis situations
• Drive Continual Service Improvement initiatives aligned with strategy
• Document and manage EiS activities across country SD agents teams

Responsabilidades
• 5+ years experience in international companies
• ITIL certification is a plus
• Bachelor in Engineering
• English: Advanced
• MS Office: Advanced
• Google Workspace: Advanced

Requisitos principales
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📌 Service Delivery Manager for Service Desk Spain (Getafe)
🏢 Airbus Defence And Space
📍 Getafe