¿Dónde vas a trabajar?Innovative, leading Swiss based chemical specialty company.¿Qué harás en tu nuevo puesto?- Lead and optimize global IT Service Desk operations.- Take accountability for the delivery of complex global IT services, including consulting, projects, and maintenance.- Strategically evaluate and continuously improve the service/product roadmap.- Act as the primary escalation point, ensuring high-quality, customer-focused support.- Coordinate with internal IT teams and vendors to resolve issues and enhance service delivery.- Conduct macro-level incident analysis to identify trends and improvement opportunities.- Develop and maintain effective relationships with all stakeholders, including regional and country IT leaders.- Manage vendors, ensuring continuous improvements and service quality.- Interpret customer satisfaction metrics (CSAT) to implement tangible improvements.- Ensure all teams (internal and external) operate according to the same global guidelines.- Support the resolution of major incidents, ensuring effective communication and timely solutions.- Align Service Desk operations with business and IT strategies.- Drive service quality initiatives that enhance the end-user experience.- Stay current with industry best practices and emerging technologies in IT service management.¿A quién buscamos (H/M/D)?- Bachelor's degree or equivalent in Information Management, Computer Science, IT or related field.- Minimum 8 years of senior-level experience in IT service management.- At least 3 to 5 years of experience leading IT projects and working in international environments.- Strong knowledge of ITIL frameworks and best practices, with experience in IT project delivery and methodology- Proficiency in service desk management tools and technologies and experience with KPI monitoring and SLA management.- Proven ability in financial management and budget control.- Strong vendor management skills, including contract negotiations and performance oversight.- Analytical skills for interpreting service metrics and implementing improvements.- Advanced verbal and written communication skills in English (required).¿Cuáles son tus beneficios?- Journey with the innovative, leading Swiss based chemical specialty company.- Permanent employment contract.- Great work environment in Sant Joan Despi and work from home office (2 days office / 3 home office).- Opportunity to join global team of tech savvy professionals.- Work in open and collaborative culture, respectful and committed to your professional development.- Highest standard of equipment and technologies.- Solid budget for your training and certification needs.- Fully loaded benefits package.- Transparent rules regarding your salary, rewards and recognitions.