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SERVICE MANAGEMENT SPECIALIST
role at Holcim EMEA Digital CenterDescriptionThe Service Management Specialist manages the operation and execution of activities within the IT Service Management environment. Supports company users while performing activities in the scope of ITSM and participates actively in assigned tasks related to his/her work assignments. He/She will also perform other tasks not directly related to ITSM scope but contributing to departmental improvements, as directed by his/her superior.The specialist will champion and implement best practices for IT processes and tools to enhance the effectiveness of the IT organization in delivering services, contributing to continuous IT Service Improvement and maximizing value for the Business. He/She will also contribute to departmental networking and regional presence by making related tasks visible to stakeholders and communicating departmental topics effectively.ResponsibilitiesEnsure compliance with ISO norms, ITIL best practices, ITSM methods, and relevant laws and regulations at company and group levels, executing defined processes and policies, and adapting them as needed.Execute process management activities and support ITSM framework implementation and execution, ensuring smooth operations and assisting users as necessary.Prepare, adapt, and deliver timely reports with accurate data to inform decision-making. Manage relationships with third-party vendors to ensure quality delivery and support user training needs.Provide top-tier support to customers according to Service Level Agreements, maintaining professionalism and effective communication to enhance customer satisfaction. Develop training and documentation for process execution by users.Collaborate proactively with team members to achieve shared objectives, openly managing issues and maintaining a positive, solution-oriented attitude.Position RequirementsBachelor's degree in Computer Science, IT, or related field with an IT focus.Certifications such as ITIL Foundation, ISO 20K are advantageous;
other ITSM and Governance certifications are a plus.Experience with Agile frameworks (Kanban, SAFE, etc.) is highly valued.Operational experience with ServiceNow is essential;
experience with Jira isalso beneficial.Excellent command of English (written and spoken);
additional regional languages are a plus.Proven experience in ITSM activities, customer support, ticketing management, quality tracking, and reporting tools like Excel and Sheets.Other InformationPromote an inclusive work environment respecting diverse perspectives and cultures.Demonstrate sensitivity to organizational dynamics and politics, maintaining a positive and ethical attitude.Summary of Key SkillsExtensive experience in ITSM processes and improvement.Strong customer service orientation and stakeholder management skills.Proficiency with ticketing tools and reporting solutions.Additional DetailsPosition is entry-level, full-time, in Management and Manufacturing industries, based in Madrid, Spain. Mobility requirements are up to 20% travel.
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