Experteer Overview
In this role you ensure effective delivery of the Service Desk in Spain, meeting SLAs and driving continuous improvement. You will manage relationships with service owners, application managers and end users to maintain service quality. You will lead incident, problem and change processes, and oversee end-to-end delivery of improvements within ITIL-aligned practices. You’ll work with cross-national teams to harmonize ways of working and ensure proper EiS handovers. This position offers impact by shaping service excellence in a high-stakes environment.

Compensaciones / Ventajas
• Deliver services to predefined KPIs and SLAs
• Manage backlog and prioritize activities
• Oversee insourced/outsourced delivery teams and cost optimization
• Define corrective actions and drive operational teams
• Ensure EiS activities are documented and handed over to SD agents




• Adhere to ITIL processes and manage incident, problem, change, asset and configuration management
• Foster strong stakeholder relationships and handle escalations professionally
• Lead CSI initiatives to improve service delivery
• Coordinate with country SD agents to ensure harmonized ways of working
• Engage the right Airbus resources at the right time

Responsabilidades
• Bachelor degree in Engineering or Business Administration (as stated)
• At least 5 years of experience in international companies
• ITIL certification is a plus
• Strong stakeholder management and incident/problem/change management experience
• Knowledge of service level and KPI management

Requisitos principales
•

📌 Service Delivery Manager for Service Desk Spain (Getafe)
🏢 Airbus Group
📍 Getafe