ITSM Lead (Hybrid in Barcelona)
Perfil buscado (Hombre/Mujer)
Own and lead the end to end IT Service Management (ITSM) function, including the design, governance, delivery and continuous improvement of service management processes.
Define and evolve the ITSM operating model aligned with industry best practices (e.g. ITIL) and business priorities, agreeing on pragmatic maturity roadmaps with key stakeholders.
Provide functional leadership and guidance across technology and business teams to ensure consistent adoption of ITSM standards and a strong focus on customer experience.
Establish and maintain the ITSM framework, including processes, policies, documentation, KPIs, monitoring and performance analysis.
Drive alignment and collaboration across support teams to ensure effective, end to end, customer centric service delivery.
Develop clear, actionable reporting and dashboards to provide visibility on service performance, compliance and improvement opportunities.
Lead continuous improvement initiatives across the ITSM landscape, identifying opportunities and driving their successful implementation.
Promote a culture of ownership, collaboration and continuous improvement through process excellence and knowledge sharing.
Design and deliver ITSM training and awareness programmes to ensure clarity on roles, responsibilities and best practices.
Build strong cross functional relationships to support a customer first mindset and effective service outcomes.
Champion automation and efficiency initiatives, balancing simplification, scalability and operational resilience.
Contribute to operational planning, including budget inputs and cost optimisation where relevant.
Manage and coach direct reports, providing technical guidance related to ITSM processes and tools.
End to end ownership of the integral ITSM function, with real influence over proce
Lead customer centric service management and continuous improvement at scale
Primary Requirements:
* Mandatory 3+ years experience w
#J-18808-Ljbffr