Talent.com
Esta oferta de trabajo no está disponible en tu país.
IT Service Delivery Manager (Madrid - Hybrid)

IT Service Delivery Manager (Madrid - Hybrid)

Montarelo RecruitingMadrid, Madrid, España
Hace 19 horas
Descripción del trabajo

Overview

The company : Ourcustomer 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 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 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.

How to apply

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

#J-18808-Ljbffr

Crear una alerta de empleo para esta búsqueda

It Service Manager • Madrid, Madrid, España

Ofertas relacionadas
  • Oferta promocionada
Service Management Lead – Madrid

Service Management Lead – Madrid

recurvMadrid, Madrid, SPAIN
Location : Madrid, covering 4–5 sites in and around the city.Contract : Freelance, minimum 6 months.USP : A highly dynamic role with significant stakeholder management, acting as the single point of c...Mostrar másÚltima actualización: hace 5 días
  • Oferta promocionada
Service delivery manager / gestión de proyectos

Service delivery manager / gestión de proyectos

Plexus TechMadrid, Madrid, España
Una compañía tecnológica especializada en servicios y productos IT, fundada en el talento y las capacidades de nuestra gente, más de 4. Ampliamos nuestro equipo! ¡ Buscamos talento ! Desde Plexus...Mostrar másÚltima actualización: hace 7 días
  • Oferta promocionada
IT Service Manager

IT Service Manager

CapitoleMadrid, Community of Madrid, Spain
La posición es híbrida, requiriendo.IT Service Manager orientado a resultados que lidere la operación y mejora de los procesos ITSM, garantizando el cumplimiento de SLAs, la gestión eficiente de in...Mostrar másÚltima actualización: hace más de 30 días
  • Oferta promocionada
Service Management Lead - Madrid

Service Management Lead - Madrid

recurvMadrid, Area Metropolitana (comarca), España
Madrid, covering 4–5 sites in and around the city.A highly dynamic role with significant stakeholder management, acting as the single point of contact for all service management matters at the site...Mostrar másÚltima actualización: hace 2 días
  • Oferta promocionada
  • Nueva oferta
Service management lead – madrid

Service management lead – madrid

RecurvMadrid, Madrid, SPAIN
HIGHLIGHTS Location : Madrid, covering 4–5 sites in and around the city Contract : Freelance, minimum 6 months USP : A highly dynamic role with significant stakeholder management, acting as the single...Mostrar másÚltima actualización: hace 20 horas
  • Oferta promocionada
IT Service & Project Manager

IT Service & Project Manager

Mutua MadrileñaMadrid, Community of Madrid, Spain
Te apetece unirte al equipo de Mutua Madrileña y formar parte de un proyecto único y en continuo crecimiento?.En el área de tecnología de Mutua Madrileña buscamos un perfil que combine gestión de p...Mostrar másÚltima actualización: hace 17 días
  • Oferta promocionada
Service Delivery Manager

Service Delivery Manager

JR Spainmadrid, madrid, España
Buscas continuar tu desarrollo profesional como Service Delivery Manager?.En Icalia Solutions buscamos un Service Delivery Manager con sólido background técnico para liderar la entrega de servicios...Mostrar másÚltima actualización: hace más de 30 días
  • Oferta promocionada
It Service Manager

It Service Manager

WhatJobsMadrid, Kingdom Of Spain, España
Capitole sigue creciendo y queremos hacerlo contigo!.Estarás integrado / a en un equipo ágil trabajando para uno de nuestros clientes más importantes sector seguridad. Se trata de un proyecto totalmen...Mostrar másÚltima actualización: hace más de 30 días
  • Oferta promocionada
  • Nueva oferta
Service Delivery Manager - EUC Services - Desktop, Asset mgt - Madrid

Service Delivery Manager - EUC Services - Desktop, Asset mgt - Madrid

Infosys LimitedMadrid, Madrid, España
Overview IT Service Delivery Manager.As an IT Service Delivery Manager, you will be responsible for ensuring high-quality, efficient delivery of IT services to internal and external stakeholders.Y...Mostrar másÚltima actualización: hace 3 horas
  • Oferta promocionada
  • Nueva oferta
Service management lead - madrid

Service management lead - madrid

RecurvMadrid, Madrid, España
HIGHLIGHTS Location : Madrid, covering 4–5 sites in and around the city Contract : Freelance, minimum 6 months USP : A highly dynamic role with significant stakeholder management, acting as the...Mostrar másÚltima actualización: hace 19 horas
  • Oferta promocionada
  • Nueva oferta
Service Delivery Manager

Service Delivery Manager

WhatJobsKingdom Of Spain, España
En K-LAGAN te estamos esperando para continuar creciendo juntos!.Somos una empresa estratégica internacional de servicios tecnológicos, comprometida esencialmente con su equipo y con la sociedad.Of...Mostrar másÚltima actualización: hace 3 horas
  • Oferta promocionada
Service Delivery Manager. Madrid

Service Delivery Manager. Madrid

Second WindowMadrid, España
Te ofrecemos crecer con nosotros en nuestra unidad tecnológica Clod & Devops como Service Delivery Manager en una posición estable y de larga duración para entidad bancaria ubicada en Madrid ¿Qué n...Mostrar másÚltima actualización: hace más de 30 días
  • Oferta promocionada
Service Delivery Manager (Software)

Service Delivery Manager (Software)

Plexus TechKingdom Of Spain, España
En Plexus Tech seguimos creciendo y buscamos a profesionales para trabajar en el desarrollo de tecnología con alma.Somos una compañía tecnológica especializada en servicios y productos IT, basados ...Mostrar másÚltima actualización: hace 17 días
  • Oferta promocionada
Service Delivery Manager

Service Delivery Manager

Neotalent ConclusionMadrid, Community of Madrid, Spain
Neotalent Conclusion es una de las mayores especialistas del mercado ibérico en captación y gestión de talento informático y de ingeniería. Como parte del grupo neerlandés Conclusion, que se compone...Mostrar másÚltima actualización: hace 8 días
  • Oferta promocionada
It service manager

It service manager

CapitoleMadrid, Madrid, España
Capitole sigue creciendo y queremos hacerlo contigo!¿ Qué podemos ofrecerte? Estarás integrado / a en un equipo ágil trabajando para uno de nuestros clientes más importantes sector seguridad.Se t...Mostrar másÚltima actualización: hace más de 30 días
  • Oferta promocionada
It Service Delivery Manager En Seguros (F / M)

It Service Delivery Manager En Seguros (F / M)

T-Systems IberiaKingdom Of Spain, España
En T-Systems, encontrarás proyectos rompedores que suman al bienestar social y ecológico.Queremos dar la bienvenida a nuevos talentos como tú, que aporten ideas frescas, puntos de vista distintos, ...Mostrar másÚltima actualización: hace más de 30 días
  • Oferta promocionada
  • Nueva oferta
29 / 9 / 2025 Madrid Service Delivery Manager

29 / 9 / 2025 Madrid Service Delivery Manager

Montarelo RecruitingMadrid, Kingdom Of Spain, España
The company : Ourcustomer 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 sur...Mostrar másÚltima actualización: hace 8 horas
  • Nueva oferta
IT Service Manager, hibrido

IT Service Manager, hibrido

HAYSMadrid, España
IT Service Manager En Hays estamos colaborando con una multinacional tecnológica líder en servicios de transformación digital, con presencia global y una sólida trayectoria en la gestión de infraes...Mostrar másÚltima actualización: hace menos de 1 hora