Our client is Agrolimen Group, a leading organization with nearly 5,000 employees worldwide. Their Strategic Agenda includes evolving their Operating Model, resulting in a strong Head Office created with the purpose that "they are stronger when together." This Head Office provides shared services, promotes connectivity, fosters customer centricity, ensures business continuity, and develops talent.
They operate through Centers of Excellence (COEs) for functional expertise, Service Centers for process harmonization and automation, and Connectivity HUBs to enable best-practice sharing across business units.
The Global Service Desk Lead is a pivotal role responsible for Lead, standardize and professionalize the Global Service Desk operations across Agrolimen's Group. Your mission is to transition from local support models to a high-performing Global Service, ensuring that our employees receive seamless, efficient, and user-centric support. Global Service Management: Lead the day-to-day operations of the Service Desk, overseeing incident, request, and problem management across all geographical regions (Europe & Africa).
- Vendors Management: Act as the main point of contact for external IT vendors involved in the service, ensuring performance meets contractual obligations and driving continuous service improvement.
- Establish and maintain global ITIL-based processes. Optimize the use of our ITSM tools (Jira Service Management) to ensure a single source of truth for reporting and performance.
- Performance & Reporting: Provide the management team with strategic visibility into service trends and areas for optimization.
- Team Leadership: Manage, mentor, and develop a dynamic internal support team, fostering a culture of accountability, customer-centricity, and high performance.
- Identify opportunities to improve efficiency through automation and the practical application of AI tools to enhance self-service and agent productivity.
Experience: Minimum of 5-7 years of experience leading IT Service Desk or Support teams, specifically in international/multinational environments.
* Service Excellence: Deep knowledge of ITIL frameworks and proven experience managing complex SLAs and external providers.
* Solid experience supporting corporate ecosystems including SAP, Microsoft 365, and Atlassian (Jira/Confluence).
* Languages: Full professional proficiency in English and Spanish. Digital Innovation (Plus): Practical knowledge of how to apply Artificial Intelligence (AI) and automation to optimize Service Desk operations.
Digital & Modern Ways of Working: Exposure to state-of-the-art digital treasury tools and technologies.
* High-Performance Team: The chance to be part of a high-performing team providing treasury services across the European region.
* Purpose & Sustainability: A company culture committed to social responsibility and sustainable development.
* Flexible Ways of Working: Hybrid working model and flexible working hours.
* Including meal vouchers, private health insurance, childcare, and other benefits.
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