• IT Service Delivery | IT Operations | ITSM (ITIL) | Continuous Improvement
• Application Support | L1/L2 Support | CRM (Salesforce) | ERP (Oracle Fusion)

¿Dónde vas a trabajar?

Global healthcare retailer with a complex multi-site IT environment.

Descripción

• Ensure the availability and quality of IT Service Support for 2,000+ users, 700+ shops, the headquarters, and the warehouse by managing Level 1 and Level 2 incidents, problems, and requests related to all key digital solutions:
• Front Office Applications: Salesforce, xStore, and other in-house tools.
• Back Office Applications: Oracle Fusion, Oracle Apex, LEA, and other internal systems.
• Digital Workplace: printing, OS, telephony, servers, and communications.
• Reporting & Business Intelligence tools.
• Act as a key enabler in the deployment and stabilization of both IT and business operations projects.
• Serve as the single point of contact for IT service user experience. Build and maintain strong relationships with business stakeholders to align IT services with business priorities.
• Design and control an efficient IT operating model, applying ITSM best practices and a continuous improvement mindset.
• Define, track, and ensure fulfillment of SLAs and KPIs. Report on service performance, user satisfaction, and operational efficiency.
• Lead and coordinate a cross-functional IT service support team, ensuring effective incident handling and service delivery.
• Troubleshoot and coordinate incident and problem resolution across internal teams, global functions, and external providers.
• Contribute to the creation and implementation of workarounds, contingency plans, remediation actions, and internal knowledge bases to empower key users and reduce ticket volume.
• Manage escalations and communicate improvement plans, presenting updates to relevant stakeholders and ensuring transparency.

¿A quién buscamos (H/M/D)?

• Ingineering Master Degree
• > 5 years of experience in the role
• Technical Background in software & digital workplace
• Solid expertise in leading L1 & L2 support teams in desktop Help Desk and Business Software (CRM/ERP).
• Knowledge in Lean IT, ITIL, Continual Improvement methologies and procedures
• Solid experience in ITSM tools and best practice.

• Strong service mindset and customer orientation
• Solid people management skills, with the ability to manage expectations and resolve conflicts
• Excellent communication, negotiation, and influencing abilities
• Highly analytical and solution-oriented, with strong data-driven decision-making skills
• Experience in vendor management and cost control
• Languages:
  • Spanish: Native
  • English: Advanced

¿Cuáles son tus beneficios?

• Permanent contract with a leading company in the Life Sciences industry.
• Gross Salary: 55.000 - 60.000 €