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 Responsibilities
Team 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