Service Delivery Manager for Service Desk Spain
Core
Oversee the effective and efficient delivery of Service Desk operations 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 Defence and Space
Domain
Aerospace / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
SLA management, stakeholder relationship management, incident and problem management, change control, root cause analysis, continual service improvement (CSI), team management (insourced/outsourced), ITIL process adherence
Preferred skills
ITIL certification, advanced English, MS Office, Google Workspace
Technologies
ITIL framework, MS Office, Google Workspace
Responsibilities
Manage insourced and outsourced delivery teams to fulfill SLAs and optimize costs; drive corrective actions to meet objectives; manage backlog prioritization; ensure proper handover of EiS activities to service desk agents; propose initiatives under the CSI process to improve SD services; professionally handle complaints, escalations, and crises.
Seniority
Professional, hands-on manager
