IT Operations Team Lead

Are you passionate about leading teams in dynamic, high-demand environments? Do you have experience managing critical IT operations and want to be part of a strategic project with international impact?

Our client is looking to hire a proactive and strategic Team Leader to head the IT Operations Center, based in Alicante with regular travel to Madrid to foster cross-functional collaboration.

This role is essential to ensure smooth coordination between the operations center—which provides 24 / 7 support to all countries and IT services—and internal teams, external providers, and stakeholders.

Key Responsibilities

Team Leadership & Development

Build, structure, and grow a new IT operations team.

Foster a high-performance culture through mentoring, clear objectives, and training plans.

Manage team resources according to operational needs (shift planning, vacations, etc.).

Process Optimization

Continuously monitor and improve operational processes.

Use quality metrics and incident analysis to implement improvements.

Critical Incident Management

Act as the main escalation point for high-impact incidents.

Coordinate level 3 crisis responses and maintain clear communication with stakeholders.

Performance Management

Maintain and improve existing KPIs and SLAs.

Oversee tracking reports, trend analysis, and post-incident reviews.

Technology & Automation

Identify and implement automation initiatives (e.g., Ansible, PowerShell).

Integrate emerging technologies such as AI, bots, and machine learning.

Use tools like PowerBI, Kibana, or Grafana to generate executive reports.

Audit & Compliance

Lead internal and external audits of the incident management framework.

Ensure compliance with standards such as ISO, ITIL, COBIT.

Customer Focus & Collaboration

Promote a customer-oriented mindset.

Encourage cross-functional collaboration to ensure operational excellence.

Experience & Qualifications

Solid experience managing critical incidents in environments such as phone banking, customer service systems, or transactional platforms.

Proven leadership in 24 / 7 on-call team structures.

Ability to act quickly and effectively in changing situations.

Experience managing vendors and coordinating with third parties.

IT-related education or equivalent experience. Candidates from other disciplines with relevant experience are also welcome.

Languages : Full proficiency in Spanish and English, both spoken and written.

Key Competencies

Proactivity, collaboration, and resilience in demanding environments.

Excellent communication skills and customer orientation.

Strong organizational skills, responsibility, and ability to structure teams.

Ability to prioritize and manage multiple tasks under pressure.

Interested?

If you're ready to lead a team that ensures the continuity of critical IT services on an international scale, apply below—we’d love to meet you!