SGS is the world's leading Testing, Inspection and Certification company.
We operate a network of over2,500 laboratories and business facilities across 115 countries, supportedby a team of over 100,000 dedicated professionals.
Withmore than 145 years of service excellence, we combine the precision and accuracy that define Swiss companies to help organizations achieve the highest standards of quality, compliance and sustainability.Our brand promise –"when you need to be sure"– underscores our commitment totrust, integrity and reliability, enabling businesses tothrive with confidence.
We proudly deliver ourexpert servicesthrough theSGS nameand a portfolio oftrusted specialized brands, includingApplied Technical Services,Brightsight,BluesignandNutrasource.
As anIT Service Management Specialist, you will be part of theCorporate IT organizationand join theService Management team, supporting laboratory users globally onLIMS (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.
Responsibilities
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 vigente 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
Interaction with Application Delivery 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
Qualifications
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
Required Skills
Passionate about service management & its opportunities to continuously improve
Obsessive for being the voice of the Business in each service initiative.
Highly organized: proven ability to proactively manage time effectively when handling multiple simultaneous activities
Continues improvement mindset with a focus on business impacts
Dynamic, proactive and excellent team player
Strong analytical skills to understand dependencys and propose solutions to business impacting issues
Good communication skills with business stakeholders and with globally distributed teams
Experience in service management methods and tools, includingITIL, IT4IT and Ticketing Systems
Fluent in English (verbal and written)
Nice to have
LIMS Product Experience (G6, Starlims, Labvantage and /or others)
Understanding of laboratory process & environment
Knowledge of Spanish
Additional Information
Why SGS?
Join a globally recognized and stable company, a leader in the Testing, Inspection, and Certification (TIC) industry.
Enjoy aflexible 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.
📌 It Service Management Specialist (Madrid)
🏢 SGS
📍 Madrid