As you know on July 1, the first major step towards a more agile, specialized and innovative management model was formalized. A model designed to better respond to the technological challenges of the Group, our customers, agents and employees.
We are excited to announce an open position at GOSP. We are seeking a highly motivated and skilled individual to join our dynamic team in Spain. Let us tell you a little more about GOSP.
GOSP – Generali Operations Service Platform has the purpose of accelerating the Group's innovation and digitization strategy through the Cloud and shared platforms. Based in Italy it has 7 branches across Europe and employs about 1,200 people.
Our team in Spain integrates the experience of our professionals and reinforces our commitment to technology, innovation and efficiency.
This is a fantastic opportunity to grow your career and make a significant impact within our organization.
Would you join us?
User Help Desk – Team Leader
The UHD team leader will report to the Workplace Manager in Spain, working in an international team and taking care of the implementation and excellent service to the users of our services in Spain. He will be in charge of the coordination of an internal team and the management and control of external suppliers.
What we offer
* Stability from day one, with an indefinite contract, so you can concentrate on what motivates you.
* Flexible schedule with the possibility of working more than 50% of the day remotely.
* Extra remuneration package includes health insurance for you and your family, pension plan, and financial assistance for food.
* Flexible remuneration options for services such as childcare, transport card or training grants.
* Up to 30 working days of vacation, including holidays, days of free disposal and corporate holidays.
* Head office in Spain is in Barcelona, with additional offices in Bilbao and Madrid. Employees at the headquarters in Madrid and Barcelona have access to an on‑site gym.
* Opportunity to work in an international and transversal environment with projects across teams and countries.
* Continuous training package to bolt your professional career.
Key Responsibilities
* Lead the UHD employees and promote their qualification and further development.
* Responsible for the provision of services within the UHD, ensuring quality workplace services for our customers.
* Act as competent contact person for customers regarding service quality and implementation of service requirements.
* Develop, control and evaluate key performance indicators (DL contract, customer SLA).
* Ensure user satisfaction with IT support services.
* Shape the strategic orientation of UHD and further develop the sourcing strategy.
* Manage external service providers and corresponding contracts.
* Systematically develop the automation of service processes (chat/voicebot) to continuously increase the self‑service rate.
* Ensure SLA compliance with customers and monitor service provider SLA.
* Create framework conditions for implementation of projects and innovation measures.
* Plan and control the budget during the year, ensuring compliance with performance and quantity agreements as part of cost and service allocation.
Requirements
* University graduate in Computer Science or comparable field.
* At least 3 years of working experience in a similar position.
* Spanish and English proficiency. Other languages are a plus.
* Soft skills:
* Strong service and customer orientation; enjoy dealing with customers.
* High level of commitment and stress resistance.
* Solution‑oriented, cooperative, and able to manage different aspects simultaneously.
* High attention to detail and ability to produce high‑quality deliverables within tight timelines.
* Proactivity and adaptability.
* Analytical and critical thinking.
* Strong motivation.
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