Overview
Amplifon is the global leader in the retail hearing care industry. Over 20,000 professionals in 26 countries, coming from more than 100 different nationalities, work every day in a global network of 9,500 points of sales to empower thousands of people to rediscover all the emotions of sound. In Amplifon we believe people are the most important component of our success. Only through investment in talent engagement, professional development, and recognition, our people can express their potential and build a fulfilling career. Amplifon Iberica S.A.U acquired GAES in 2019 with over 700 shops spread throughout the country. The main office is in Barcelona and operates with 2000+ dedicated professionals that empower people to discover all the emotions of sound.
We are currently looking for a dynamic, business-driven and analytical professional to join our IT Team as IT Support Service Manager.
You will design, implement, and manage the IT Service Support model across Amplifon Spain’s shop network, headquarters, and warehouse. The ultimate goal is to deliver efficient, cost-effective IT services with outstanding user experience, enabling the organization to achieve its business objectives.
Responsibilities and Key Functions
* Ensure the availability and quality of IT Service Support for 2,000+ users, 700+ shops, the headquarters, and the warehouse by managing Level 1 and Level 2 incidents, problems, and requests related to all key digital solutions.
* Technologies: Salesforce, Oracle, WMS, MS O365, and other integrated systems and digital workplace tools.
* Act as a key enabler in the deployment and stabilization of both IT and business operations projects.
* Serve as the single point of contact for IT service user experience in Amplifon Spain. Build and maintain strong relationships with Local and Global business and IT stakeholders, to align IT services with business priorities.
* Design and control an efficient IT operating model, applying ITSM best practices and a continuous improvement process.
* Define, track, and ensure fulfillment of SLAs and KPIs. Report on service performance, user satisfaction, and operational efficiency.
* Lead and coordinate a cross-functional IT service support team, acting as a mentor, ensuring effective incident handling and service delivery.
* Troubleshoot and coordinate incident and problem resolution across internal teams, global functions, and external providers.
* Contribute to the creation and implementation of workarounds, contingency plans, remediation actions, and internal knowledge bases to empower key users and reduce ticket volume.
* Manage escalations and communicate improvement plans, presenting updates to relevant stakeholders and ensuring transparency.
Abilities and Competences
* Strong service orientation and customer devotion mindset
* Solid people management skills, with the ability to manage expectations and resolve conflicts
* Excellent communication, negotiation, and influencing abilities
* Highly analytical and solution-oriented, with strong data-driven decision-making skills
* Experience in vendor management and cost control
* Languages:
o Spanish: Native
o English: Full professional proficiency
Technical Skills and Experience
* Engineering Master Degree
* > 5 years of experience in the role
* Proven track record in supporting complex digital ecosystems in a multinational company
* Technical Background in business software & digital workplace
* Solid expertise in leading Business Application Maintenance (CRM/ERP) and Digital Workplace support teams (L1 and L2)
* Knowledge in Lean IT, ITIL, Continual Improvement methodologies and procedures
* Solid experience in ITSM tools and best practice
What we offer
* As well as a competitive salary we offer:
* Hybrid model: up to 9 remote workdays/month, flexible hours, summer intensive schedule & short Fridays.
* Structured onboarding with workshops, store visit & networking events with other new joiners just like you!
* Continuous learning through our e-learning platform and career development paths.
* Birthday off – because special days matter.
* Access to coaching or psychological support.
* Flexible benefits and extra budget apart from your salary to use as you please (health insurance, ticket restaurant, learning, transport etc).
* Exclusive discounts on GAES products for you and your family, as well as special offers from partner companies.
* A diverse, inclusive, and global culture where DEIB is part of everything we do.
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