Service Delivery Manager for Service Desk Spain

Job Description:

Responsible for overseeing the effective and efficient delivery of Service Desk service in Spain, ensuring it meets customer expectations and service level agreements (SLAs), while also driving continuous improvement and maintaining strong relationships with stakeholders (Service owners, application managers, end users…)

Roles & Responsibilities

• is accountable for the delivery of all services to expected KPIs

• is responsible for ensuring fulfillment of run operations within national + divisional perimeters whilst ensuring cross national harmonised ways of working

• focuses on maintaining Service Level Agreements, ensuring service quality, and managing stakeholders relationships.

• is accountable for the delivery and resolution of any service desk issues; end to end delivery of incremental business through change control; Client Relationship Management; Incident and Problem Management, Asset & Configuration Management, Service Level and KPI Management.

• Is accountable for a proper EiS activities hand over to the service desk agents

• applies root cause analysis and Continual Service improvement techniques.

• works independently within the boundaries of security policy

• fosters constructive relations with all involved organisations.

• ensures that the right Airbus functional resources are engaged at the right time in the correct manner.

Main Activities:

• Assure service desk operations are performed under committed SLAs

• Ensure Backlog is managed on a proper way prioritizing activities when required

• Implements and manages service provision and contributes to the overall product strategy via feedback from both: customers and delivery teams.

• Manages (drive, monitor and report) the insourced and outsourced delivery teams in regards to the fulfilment of aligned Service Level Agreements (in conjunction with Contract Management) and cost optimization.

• Defines the required corrective actions to be led to meet the objectives and drives the associated operational teams.

• Ensures all EiS activities are properly documented and managed with each country SD agents team

• Responsible for the adherence of all relevant processes in accordance with ITIL

• Drive complain, escalation and crisis professionally with all stakeholders

• Proposes initiatives under the CSI process to improve the SD services in alignment with the strategy

Education and Experience

• Bachelor degree in Engineering or Business administration
• At least 5 years experience in international companies
• ITIL certification is a plus

Additional skills

• English: Advanced
• MS Office: Advanced
• Google Workspace: Advanced

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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