Service Delivery Manager for Service Desk Spain
Core
Overseeing the effective and efficient delivery of Service Desk services in Spain, ensuring SLA compliance and driving continuous improvement.
Role type
Service Delivery Manager (IT Service Management)
Builds
Service Desk operations and incident/problem management processes for Airbus customers
Domain
Aerospace / IT Service Management
Required skills
SLA management, stakeholder relationship management, incident and problem management, change control, root cause analysis, ITIL process adherence, team management (insourced/outsourced), cost optimization
Preferred skills
ITIL certification
Technologies
ITIL framework, MS Office, Google Workspace
Responsibilities
Ensure service desk operations meet committed SLAs; manage backlog prioritization; drive corrective actions to meet objectives; manage insourced and outsourced delivery teams; ensure proper documentation of EiS activities; drive complaint, escalation, and crisis management; propose initiatives under the CSI process.
Seniority
Mid-Senior, hands-on IC