IT SERVICE MANAGER

At Board, we help enterprises plan smarter, drive outcomes and lead transformation with one single Intelligent Planning Platform. Trusted by thousands of leading organizations, over the last 28 years we have designed our Product with enterprise planning agility in mind and the passionate care of our people as our main driver.We strongly believe every colleague brings unique value to our whole. We collaborate openly and effectively to deliver results and celebrate our shared success, thrive on innovation, and embrace a growth mindset to aim higher every day.If you’re a forward-thinker looking for the great next step in your career within an innovative and collaborative environment, Board is the right workplace for you!Board is looking for a strategic hands-on IT Service Manager to join our IT team. They will oversee the delivery and management of IT services within the organization. Their primary focus is on ensuring that IT services meet the needs and expectations of internal stakeholders, such as employees and departments, as well as external clients or customers if applicable. This position will be based in our office in Madrid, Spain.Responsibilities: Service Delivery Management: Oversee the delivery of IT services to internal stakeholders, ensuring high levels of customer satisfaction and service quality.Define service level agreements (SLAs), key performance indicators (KPIs), and operational metrics to measure and improve service delivery effectiveness.Service Desk Operations: Manage the service desk function, including incident, request, and problem management processes.Ensure timely resolution of IT issues and requests, maintaining communication with users throughout the process.Service Management Implementation: Implement and maintain IT service management (ITSM) processes.Continuously improve service management processes to enhance efficiency, effectiveness, and alignment with business objectives.Change and Release Management: Coordinate and oversee change and release management processes, ensuring minimal disruption to IT services and business operations.Assess and prioritize proposed changes, facilitating change approvals and communication to stakeholders.Vendor and Contract Management:Manage relationships with external vendors and service providers, ensuring compliance with contractual agreements and service level commitments.Evaluate vendor performance and negotiate contracts to optimize service delivery and cost-effectiveness.Service Improvement Initiatives:Lead service improvement initiatives based on analysis of service performance data, customer feedback, and industry trends.Identify opportunities to enhance service offerings, streamline processes, and drive continuous improvement.Team Leadership in a Matrix Organization:Lead and mentor IT support staff in matrix organization without direct responsibility , fostering a culture of collaboration, accountability, and professional development, share service management best practice.What We Look For: Excellent English verbal and written communication skillsBachelor's degree in Computer Science, Information Technology, or related fieldMinimum of 4 years of experience in IT service management or related roles, with a strong background in service desk operationsCertification in IT service management (e.g., ITIL Foundation, ITIL 4 Managing Professional) is highly desirableProven experience in implementing and improving ITSM processes and frameworksExcellent leadership and team management skills, with the ability to motivate and inspire team membersStrong communication, negotiation, and stakeholder management skillsAnalytical mindset with the ability to interpret data and drive data-driven decisionsExperience working in a software development environment is a plusFamiliarity with service management tools like FreshService is a plusExperience in project management and change management methodologies is desirableOur commitment to Diversity and InclusionJoin a company that believes in the added value of diversity, inclusion, and belonging. We foster a working environment in which all people are respected and valued, for all aspects which make them unique. We hire you for who you are, and we want you to bring your true self to work every day!