Tech Stack
Job Description, Responsibilities & Requirements
About the Position
Service Manager
Global SAP Transformation Project
(Madrid - Hybrid)
Are you passionate about IT Service Management and looking for your next international challenge?
Our client is embarking on one of its most ambitious technology transformation programs: a global migration from JD Edwards to SAP. This is your opportunity to play a key role in shaping the future of IT Service Management for a business operating across 160+ countries and managing 240+ premium brands.
Responsibilities
Your responsibilities will include:
- Leading and optimizing ITIL processes (Incident, Problem, Change & Request Management).
- Acting as the global escalation point for Major Incidents and coordinating crisis management activities.
- Driving service excellence during the SAP implementation and Hypercare phases.
- Managing global service delivery together with external vendors and outsourcing partners.
- Monitoring service performance through KPIs, dashboards and reporting (ServiceNow & Power BI).
- Working closely with international stakeholders in an Agile environment to continuously improve IT operations.
Requirements
- 5+ years of experience in IT Service Management or Service Delivery.
- Exposure to SAP implementations or SAP support governance is highly desirable, but not mandatory.
- Strong knowledge of ITIL v4 processes (certification is a plus).
- Experience with ServiceNow or similar enterprise ITSM platforms.
- Familiarity with Agile methodologies.
- Excellent communication and stakeholder management skills.
- Fluent English and Spanish (daily international environment).
We Offer
- Clear opportunities for career growth within a world-leading multinational.
- Private health insurance.
- Hybrid working model (70 days per year) with flexible hours.
- Private parking.
- Competitive salary + annual performance bonus.
If you are interested in this challenging position we are looking forward to receiving your comprehensive application for ref.no. 110.902 preferably through our ISG career portal or via email.
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