With many new and exciting projects underway, Trifork is now looking for a passionate Service coordinator to join our dynamic and growing team in Barcelona.
The Role (Apps Maintenance)We're looking for a Service Coordinator to join our SAP Team in Barcelona. You'll be part of a collaborative team where developers and business analysts work together on enterprise application maintenance as well as backlog enhancements for one of our key strategic clients.
What you'll doIncident intake & triage
Act as the first‑level control point for all incoming incidents — log, categorise, prioritise, and validate before anything is dispatched
Apply ITIL‑aligned processes to assess impact and urgency;

coordinate with the engineering team to route issues with clear, complete documentation
Reproduce and document functional issues clearly enough that developers can act without unnecessary back‑and‑forth
Follow the incident lifecycle end‑to‑end: from first contact through resolution and post‑incident closure
SLA ownership & service stability
Monitor open incidents against agreed SLAs and OLAs;

flag risks early so theteam can act before they become problems
Keep a clear picture of service health and share it proactively with the Service Delivery Manager
Collaborate on the continuous improvement of incident management processes — your operational view is valuable input
Reporting & data
Configure and maintain KPI dashboards that give the client and internal leadership an accurate, current picture of service performance
Produce regular operational reports — clean, accurate, and ready to share
Use data to spot recurring issues, trends, and areas where the team can improve together
Stakeholder communication




Be the main point of contact for end users: approachable, responsive, and calm under pressure
Keep the client well informed throughout incident lifecycles — proactively, not reactively
Connect engineers, business analysts, and client contacts with structure and consistent follow‑through
Your qualificationsMUST HAVE
Solid working knowledge of ITIL-based incident management: triage, prioritisation, escalation, and closure
Experience working alongside technical teams — comfortable communicating clearly with developers without being one yourself
A track record of managing SLAs and knowing when and how to escalate
Strong written and verbal communication: updates, reports, and client messages that are clear and well‑structured
Organised and detail‑oriented — accurate logs, clean handoffs, nothing falling through the cracks
Fluent English & Spanish level—our client environment is international.
NICE TO HAVE
Familiarity with ITSM tooling — Jira Service Management, OpenText SMAX, ServiceNow, or similar
Experience with KPI dashboarding tools — Looker, Power BI, or equivalent
Background in application support or managed services
ITIL Foundation certification or equivalent formal training
Experience bridging non‑technical users and engineering teams in an enterprise context
The kind of person we wantSomeone who enjoys being the connective tissue of a team,



the person who makes sure nothing gets lost, everyone has what they need, and the client always knows where things stand. You're organised and thorough, but you also know that good communication and collaboration are what keep a service running well, not just good process.
You're comfortable working alongside technical people and curious enough to understand what they're doing, even if you're not writing the code. You communicate clearly, follow through, and bring a steady presence to situations that sometimes need one.
What we offer youYou will become part of our team located in beautiful Barcelona. While drawing on a strong and inspiring Trifork culture, you will have a unique opportunity to influence our set‑up and help shape the profile and capabilities of our team in Barcelona.
You will become part of:
A dynamic environment in a growing company
A culture in which we prioritise close cooperation and sparring between teams
A tribe of passionate colleagues and a strong sense of community
An informal workplace with humour and social events
A company that respects and values work–life balance
Compensation & benefits
Gross salary in the range of 30{kiloeuro} - 35{kiloeuro} based on experience and value contribution
Regular team‑building activities and after‑work get‑togethers
Extensive training opportunities with our team of experts as well as externally by participating in relevant conferences or hackathons.
Healthy food, fruit, snacks and drinks in the office to spark your creativity
24 days of holiday a year
Private health insurance & Public Transport cost to the office.
Lunch when at the office
Adaptable working hours w

📌 Service Coordinator (Madrid)
🏢 Trifork
📍 Madrid