ITSM Lead (Barcelona)

ITSM Lead (Hybrid in Barcelona)

Perfil buscado (Hombre/Mujer)

Own and lead the end to end IT Service Management (ITSM) function, including the design, governance, delivery and continuous improvement of service management processes.

Define and evolve the ITSM operating model aligned with industry best practices (e.g. ITIL) and business priorities, agreeing on pragmatic maturity roadmaps with key stakeholders.

Provide functional leadership and guidance across technology and business teams to ensure consistent adoption of ITSM standards and a strong focus on customer experience.

Establish and maintain the ITSM framework, including processes, policies, documentation, KPIs, monitoring and performance analysis.

Drive alignment and collaboration across support teams to ensure effective, end to end, customer centric service delivery.

Develop clear, actionable reporting and dashboards to provide visibility on service performance, complian...