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 t he 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.ResponsibilitiesBusiness Communication ManagementCommunicate with stakeholders on an ongoing basis about all aspects of service support and understanding business prioritiesSupport the business in problem management and escalation processesCoordinate testing activities with lab users of requested new functionalities and/or incident fixesWork closely with Business/Lab users and rollout teams to onboard successfully new users to support & service management process & related toolsService ManagementVerify the actual 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 different teamsUpdate & improve service management processes & tools to generate efficiency gainsOwn Change Management Process for application changes in collaboration with relevant teamsInteraction with Application Delivery TeamsAct as a liaison between business, support and application teams, facilitating clear & timely communicationManage the business priorities in alignment with Application Development teamsQualifications Graduate engineering/science/IT or business management or related subjectsMinimum 3-5 years of working experience in similar roles with knowledge of IT application and service / support processesRequired SkillsPassionate about service management & its opportunities to continuously improveObsessive for being the voice of the Business in each service initiative.Highly organized: proven ability to proactively manage time effectively when handling multiple simultaneous activitiesContinues improvement mindset with a focus on business impactsDynamic, proactive and excellent team playerStrong analytical skills to understand dependencys and propose solutions to business impacting issuesGood communication skills with business stakeholders and with globally distributed teamsExperience in service management methods and tools, including ITIL, IT4IT and Ticketing SystemsFluent in English (verbal and written)Nice to haveLIMS Product Experience (G6, Starlims, Labvantage and /or others)Understanding of laboratory process & environmentKnowledge of SpanishAdditional Information Why SGS?Join a globally recognized and stable company, a leader in the Testing, Inspection, and Certification (TIC) industry.Enjoy a adaptable schedule and a hybrid work model.Access continuous learning opportunities through SGS University and Campus.Collaborate in a multinational environment with colleagues from various continents.#J-18808-Ljbffr

📌 It Service Management Specialist (Madrid)
🏢 SGS
📍 Madrid