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. 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.



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 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 teams Update & improve service management processes & tools to generate efficiency gains Own Change Management Process for application changes in collaboration with relevant teams Act as a liaison between business, support and application teams, facilitating clear & timely communication Manage the business priorities in alignment with Application Development teams Graduate engineering/science/IT or business management or related subjects Minimum 3-5 years of working experience in similar roles with knowledge of IT application and service / support processes Passionate about service management & its opportunities to continuously improve Obsessive for being the voice of the Business in each service initiative. Experience in service management methods and tools, including ITIL, IT4IT and Ticketing Systems Fluent in English (verbal and written) Knowledge of Spanish 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.

📌 IT Service and Performance Specialist (Comunidad de Madrid)
🏢 SGS
📍 Comunidad de Madrid