- IT Service Delivery | IT Operations | ITSM (ITIL) | Continuous Improvement
- Application Support | L1/L2 Support | CRM (Salesforce) | ERP (Oracle Fusion)

Global 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, general 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