SGS is the world’s leading Testing, Inspection and Certification company. We operate a network of over 2,500 laboratories and business facilities across 115 countries, supported by a team of over 100,000 dedicated professionals. With more than 145 years of service excellence, we combine the precision and accuracy that define Swiss companies to help organizations achieve the highest standards of quality, compliance and sustainability.
Our brand promise – “when you need to be sure” – underscores our commitment to trust, integrity and reliability, enabling businesses to thrive with confidence. We proudly deliver our expert services through the SGS name and a portfolio of trusted specialized brands, including Applied Technical Services, Brightsight, Bluesign and Nutrasource.
Job Description
As an IT Service Management Specialist, you will be part of the Corporate IT organization and join the Service Management team, supporting laboratory users globally on LIMS (Laboratory Information Management System) solutions. You will act as a key link between business and IT,
managing stakeholder communication, service management processes and tools, while driving continuous service improvements to deliver a high-quality user experience.
Responsibilities
Business Communication Management
• Communicate with stakeholders on an ongoing basis about all aspects of service support and understanding business priorities
• Support the business in problem management and escalation processes
• Coordinate testing activities with lab users of requested new functionalities and/or incident fixes
• Work closely with Business/Lab users and rollout teams to onboard successfully new users to support & service management process & related tools
Service Management
• Verify the vigente service level against the defined SLAs for Laboratory Solutions.
• Collaborate proactively with all support levels for continuous improvements.
• Regular review of support ticket backlog and drive resolution with d
📌 IT Service Management Specialist (Madrid)
🏢 SGS
📍 Madrid