Overview
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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.
Responsabilidades
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 xqbhyrx agents teams
Requisitos principales
5+ years experience in international companies
ITIL certification is a plus
Bachelor in Engineering
English: Advanced
MS Office: Advanced
Google Workspace: Advanced
Stakeholder management
Problem solving
Strong communication
ITIL processes
Incident and Problem Management
Change Management

📌 Service Delivery Manager for Service Desk Spain (Madrid)
🏢 Airbus Defence And Space
📍 Madrid