IT Service Desk Delivery Manager (end client company)

• Lead and optimize global IT Service Desk operations.
• Take accountability for the delivery of complex global IT services, including consulting, projects, and maintenance.
• Strategically evaluate and continuously improve the service/product roadmap.
• Act as the primary escalation point, ensuring high-quality, customer-focused support.
• Coordinate with internal IT teams and vendors to resolve issues and enhance service delivery.
• Conduct macro-level incident analysis to identify trends and improvement opportunities.
• Develop and maintain effective relationships with all stakeholders, including regional and country IT leaders.
• Manage vendors, ensuring continuous improvements and service quality.
• Interpret customer satisfaction metrics (CSAT) to implement tangible improvements.
• Ensure all teams (internal and external) operate according to the same global guidelines.
• Support the resolution of major incidents, ensuring effective communication and timely solutions.
• Align Service Desk operations with business and IT strategies.
• Drive service quality initiatives that enhance the end-user experience.
• Stay current with industry best practices and emerging technologies in IT service management.

• Bachelor's degree or equivalent in Information Management, Computer Science, IT or related field.
• Minimum 8 years of senior-level experience in IT service management.
• At least 3 to 5 years of experience leading IT projects and working in international environments.
• Strong knowledge of ITIL frameworks and best practices, with experience in IT project delivery and methodology
• Proficiency in service desk management tools and technologies and experience with KPI monitoring and SLA management.
• Proven ability in financial management and budget control.
• Strong vendor management skills, including contract negotiations and performance oversight.
• Analytical skills for interpreting service metrics and implementing improvements.
• Advanced verbal and written communication skills in English (required).

• Journey with the innovative, leading Swiss based chemical specialty company.
• Permanent employment contract.
• Great work environment in Sant Joan Despi and work from home office (2 days office / 3 home office).
• Opportunity to join global team of tech savvy professionals.
• Work in open and collaborative culture, respectful and committed to your professional development.
• Highest standard of equipment and technologies.
• Solid budget for your training and certification needs.
• Fully loaded benefits package.
• Transparent rules regarding your salary, rewards and recognitions.

Michael Page