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.





ResponsabilidadesEnsure service desk operations meet committed SLAsManage backlog with proper prioritisationLead insourced and outsourced delivery teams to fulfill SLAs and optimise costDefine corrective actions to achieve objectives and drive operational teamsOversee EiS activities handover to service desk agentsComply with ITIL processes and manage escalations and crisis situationsDrive Continual Service Improvement initiatives aligned with strategyDocument and manage EiS activities across country SD agents teams Requisitos principales5+ years experience in international companiesITIL certification is a plusBachelor in EngineeringEnglish: AdvancedMS Office: AdvancedGoogle Workspace: AdvancedStakeholder managementProblem solvingStrong communicationITIL processesIncident and Problem ManagementChange Management

📌 Service Delivery Manager for Service Desk Spain - getafe
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