* 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

📌 Support Delivery Coordinator (España)
🏢 Michael Page
📍 España