IT Service Delivery | IT Operations | ITSM (ITIL) | Continuous Improvement

Application Support | L1/L2 Support | CRM (Salesforce) | ERP (Oracle Fusion)

General healthcare retailer with a complex multi-site IT environment.

Oversee the delivery of IT support services for more than 1,800 employees across 600+ retail locations, corporate offices and logistics facilities, ensuring business continuity through the effective management of Level 1 and Level 2 incidents, service requests and problem resolution.

Coordinate the support and ongoing operation of a broad portfolio of business applications, including customer-facing platforms (Salesforce, xStore and proprietary solutions), enterprise systems (Oracle Fusion, Oracle Apex, LEA and other internal applications), digital workplace technologies (end-user devices, operating systems, printing, telephony, servers and network services), as well as reporting and analytics tools.

Support the successful rollout, transition and stabilization of new technology initiatives and business transformation projects, ensuring operational readiness and a seamless user experience.

Act as the primary liaison between IT and the business, fostering strong relationships with key stakeholders to understand operational needs and ensure technology services effectively support business objectives.

Develop,



maintain and continuously optimize the IT service management framework, promoting best practices, process standardization and a culture of continuous service improvement.

Monitor service performance through defined KPIs and SLAs, producing regular reporting on operational performance, customer satisfaction and service quality while driving corrective actions where required.

Lead and mentor the IT Service Support function, coordinating multidisciplinary teams to ensure efficient service delivery, prioritization of activities and high levels of customer satisfaction.

Coordinate the investigation and resolution of complex incidents by working closely with internal technical teams, global IT functions and third-party vendors to minimize business disruption.

Identify recurring issues and implement preventive measures, including knowledge documentation, workarounds, corrective actions and user enablement initiatives aimed at reducing incident volumes and improving first-time resolution.

Manage critical escalations from end to end, ensuring clear communication with stakeholders, tracking improvement initiatives and providing regular updates on service performance and action plans.

Permanent contract with a leading company in the Life Sciences industry.

Gross Salary: 55.000 - 60.000 €

Hybrid model

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📌 Support Delivery Coordinator (applications) (Barcelona)
🏢 Michael Page
📍 Barcelona