IT Service Delivery Manager (Madrid - Hybrid)

The company : Our customer is a very innovative company which aims to positively impact on the planet and people’s lives, by providing detailed information and insights about daily changes on the surface of the Earth to empower organizations and businesses to make better decisions.

They have a startup mindset with a very solid funding fostering a very quick growing process, and you can grow with them!

They will hire the selected candidate as an internal and permanent employee, based in Madrid, but providing services to their global organization.

Description of the position : We’re looking for an IT Service Delivery Manager for its global operations in Madrid.

He / She will play a critical role in managing and optimizing IT support services.

The primary goal is to ensure that IT support services are delivered efficiently, maximizing user satisfaction and aligning with business objectives.

This role involves implementing ITSM solutions, managing the external ServiceDesk, overseeing ticket escalations, and developing strategies to improve service delivery.

Key Responsibilities and tasks : Implement and Manage ITSM Platform : Oversee the rollout and configuration of the chosen ITSM tool (e.g., ServiceNow) and ensure it supports key processes like incident, problem, and change management.

Service Desk Oversight (Vendor Management) : Manage the external ServiceDesk provider, acting as the primary liaison.

Define and monitor Service Level Agreements (SLAs) for ticket handling (response / resolution times) and conduct regular performance reviews to ensure quality standards are met.

Escalation Management : Oversee P1 / P2 escalation process to ensure efficient escalation to the right experts.

Coordinate rapid response for critical incidents and ensure timely communication to stakeholders.

Problem Management & Continuous Improvement : Identify underlying problems behind recurring incidents.

Use the ITSM system to track problems and known errors, and drive initiatives for permanent fixes.

Lead post-incident reviews for major issues and implement improvements to prevent recurrence.

IT Support Strategy Execution : Translate the high-level IT Support strategy into operational plans and processes.

Develop service support policies and procedures aligned with industry best practices and ITIL standards, including a service catalog and standard operating procedures for common requests.

SLA and Performance Monitoring : Define key performance indicators (KPIs) for the support function (e.g., first-call resolution rate, ticket backlog, customer satisfaction).

Continuously monitor support metrics and service levels and generate regular reports for IT leadership on ServiceDesk performance and ITSM adoption.

Vendor and Stakeholder Communication : Act as the point of contact between the external ServiceDesk team and internal IT teams or business units.

Ensure clear communication of issues, changes, and updates.

Hold regular meetings with the vendor to review performance, upcoming changes, and ensure they have the necessary information to support users effectively.

User Satisfaction & Service Quality : Maintain a strong focus on end-user experience.

Implement feedback mechanisms (e.g., post-ticket surveys) to gather user satisfaction data.

Address any issues or negative feedback promptly and use insights to improve service processes and training.

ITIL Process Adoption : Champion the adoption of ITIL processes within IT support.

Ensure proper execution of Incident Management, Request Fulfillment, Problem Management, and Change Management as per ITIL guidelines.

Provide guidance and training to the ServiceDesk on ITIL best practices.

Documentation and Knowledge Base : Oversee the maintenance of support documentation and the support knowledge base.

Ensure that all support procedures, FAQs, and troubleshooting guides are up-to-date and accessible to improve first-line resolution rates and empower user self-service.

Compliance and Security : Ensure that support processes adhere to company security policies and any relevant regulatory requirements.

Work with the Information Security team to handle any security-related incidents and to ensure the ServiceDesk follows data protection and access control protocols.

Budgeting and Resource Planning : Manage the budget for IT support operations, including vendor contract costs and ITSM tool licensing.

Propose resource adjustments or investments (such as new tools or training programs) to improve support efficiency and quality, ensuring a good return on investment.

Team Coordination and Leadership : While the frontline support is provided by an external vendor, coordinate with internal IT teams (Infrastructure, Applications, etc.) for escalated issues and deeper problem resolution.

Foster a collaborative environment between the external ServiceDesk and internal teams to ensure cohesive service delivery.

Working Experience : 5+ years of experience in IT Service Management or IT Support roles, with at least 2 years in leadership or coordinator capacity (e.g., Service Desk Lead, IT Service Manager).

Proven Track Record of implementing an ITSM tool (ServiceNow preferred) and improving service delivery processes.

Experience with Outsourced IT Services is highly desirable, especially managing or liaising with an external ServiceDesk or Managed Service Provider.

Tech skills : Technical Proficiency : Familiarity with IT infrastructure (networks, servers, cloud services, end-user computing) and experience with ITSM software (e.g., ServiceNow, Jira Service Management or similar platforms).

Thorough Understanding of ITIL and ITSM : Solid knowledge of ITIL frameworks and hands-on experience with IT Service Management processes.

ITIL v4 Foundation certification is a plus.

Soft skills : Excellent stakeholder management skills to coordinate between users, internal teams, and vendors.

Problem-Solving Mindset : Proactive and adept at troubleshooting issues and driving them to resolution.

Capable of staying calm and effective during high-pressure incidents.

Strong Analytical Skills : Ability to analyze support metrics and incident data to identify trends, inefficiencies, and opportunities for improvement.

Leadership and Influence : Demonstrated ability to lead initiatives and influence teams that may not directly report to you.

Capable of training and mentoring support staff in best practices.

Customer Service Orientation : Empathy and commitment to providing a high-quality support experience to end-users.

Understands the importance of user satisfaction and acts as a champion for improving it.

Adaptability : Ability to adapt to changing business needs and technology landscapes.

Stays up to date with the latest trends in IT support, such as automation, AI tools or agents for service desks.

Education and Training : Bachelor's Degree or vocational training qualification : In information technology, telecommunications, or a related field.

Certifications : Relevant certifications are a plus.

Higher-level ITIL certifications.

Languages : Spanish :  Very good Business Spanish required (excellent communication skills).

B2 level.

English :  Very good Business English required (excellent communication skills).

B2 / C1 level.

Job Conditions : Job location :  Tres Cantos (Madrid).

European Union nationality otherwise EU / Spain work permit required as a prerequisite.

Employment Type :  Permanent Full Time, as internal employee.

Salary :  Depending on qualification and experience.

Work from home : Hybrid working model including the possibility of working from home (70%) but according to the specific needs that may arise from the perspective of project development, department, clients, and / or partners.

If you are interested, please apply here or send an email to service@montarelo.com including in the subject : ‘IT Service Delivery Manager’ along with your English CV.

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