Pricing Associate Director
Wolters Kluwer
Global IT Service Delivery Director
Master Builders Solutions
full-time
Posted on:
Location: 🇪🇸 Spain
Visit company websiteJob Level
Lead
Tech Stack
AzureITSMServiceNow
About the role
- Act as the primary user-facing representative of Global IT and member of the Global IT Leadership Team
- Manage stakeholder relationships and act as senior escalation point for IT delivery issues
- Ensure Global IT Services are delivered to the highest standard across all regions
- Manage major incidents and service outages, coordinating global support teams to minimise impact and restore operations
- Own and improve ITSM processes and design/deliver strategic roadmap of processes, standards and technologies
- Deliver qualitative and quantitative performance metrics to guide IT issue identification and investment in service improvement
- Recruit, organise, train, coach and appraise Service Delivery team members to support personal development and improve service
- Gather customer feedback via stakeholder meetings/forums and engage with global IT team and outsourcing partner to plan and deliver solutions
- Ensure fit-for-purpose support contracts and liaise with suppliers for purchasing and supplier management
- Define and manage the IT support and training budget
- Maintain and expand knowledge of current and future technologies to provide accurate solutions and increase IT value
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field (Master's degree preferred)
- Demonstrated success over 10+ years in leading, building and managing a busy, well-structured service delivery function across multiple locations
- Minimum 5 years' experience of having delivered ITIL-based IT services in outsourced environment
- Relevant ITIL qualifications: ITIL V3 Certified professional, ISO 20000 professional or itSM certification
- Strong leadership skills with the ability to inspire and motivate teams
- Excellent communication and interpersonal skills
- Strong analytical problem-solving skills
- Able to plan and execute effective strategies that have led to measurable business growth
- Able to negotiate demand and priorities with stakeholders
- Past hands-on experience in delivering products and services, including proactive vendor management and negotiation
- Demonstration of having identified and delivered innovation which delivered tangible business benefits
- Demonstration of extensive knowledge of current issues and trends in IT services, including security and data protection
- Excellent working knowledge (desirable) of ServiceNow, SAP, Microsoft Azure, Windows 11, Office 365
- Knowledge of networking technologies (wired and wireless)
- Knowledge of remote working technologies – e.g. Zscaler and dual-factor authentication
- Experience with mobile devices including iPhone
- High level of personal organization, professionalism, and a 'can-do' attitude
