IT Service Delivery Manager Hybrid

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 regarding 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!

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 Service Desk, overseeing ticket escalations, and developing strategies to improve service delivery.

• Implement and Manage ITSM Platform:
  Oversee the rollout and configuration of the chosen ITSM tool (e.g., Service Now) and ensure it supports key processes like incident, problem, and change management.
• Service Desk Oversight (Vendor Management):
  Manage the external Service Desk 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 Service Desk performance and ITSM adoption.
• Vendor and Stakeholder Communication:
  Act as the point of contact between the external Service Desk 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 Service Desk 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 Service Desk follows data protection and access control protocols.
• Budgeting and Resource Planning:
  Ma…