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 ResponsibilitiesTeam 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!