CAMARERAS Y LIMPIADORAS PARA VILANOVA I LA GELTRU - MARC CLEAR - Barcelona

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OneTalent is recruiting a Global IT Service Delivery Manager for a leading international group with a team of more than 7,000 employees across more than 30 countries in the food and consumer goods industry, with operations across Europe, USA and Africa and a portfolio of well-known brands. The role is based at the corporate HQ in Barcelona and reports to the IT Infrastructures & Services Manager. 🎯The Role We are looking for an experienced and strategic Global IT Service Delivery Manager to lead the Helpdesk and Application Maintenance services across Europe and Africa, ensuring operational excellence while shaping a future-proof service model. This is a key leadership role within the IT organization, with direct accountability for service quality, partner governance and team development across a complex, multicultural environment. Reporting to the IT Infrastructures & Services Manager, the selected candidate will lead a direct team of professionals and coordinate local support teams embedded in other functions — such as Operations — to ensure consistent ways of working across all locations. The role also acts as the main single point of contact for senior leaders across the organization on service levels, escalations and strategic service decisions. The service scope covers more than 4,000 users across 25 locations in Europe and Africa, supporting a portfolio of over 100 business applications and managing approximately 50,000 tickets annually. The role combines strategic leadership, operational excellence and service transformation, ensuring a consistent and high-quality support experience across a highly distributed international environment. In addition, the position is accountable for several strategic outsourcing partners managing services across the region and acts as the primary point of contact for senior business stakeholders on service performance, escalations and continuous improvement initiatives. Beyond keeping day-to-day operations running, this role is expected to drive continuous improvement, lead the evolution of the service delivery model and champion the adoption of AI-powered tools across the service organization. It is an ideal opportunity for a results-driven IT leader who combines strong people management skills with a hands-on approach, and who thrives in a dynamic, international environment where impact is visible and change is constant. 💼Key Responsibilities a) Service Delivery Strategy Define and implement future-proof and best-in-class Service Delivery Strategy for the areas of Helpdesk and Application Maintenance, including service catalogue, standards, tools and continuous improvement, ensuring alignment with business needs. b) Team Management Manage the Service Line Lead, as well as coordinate distributed teams dedicated to service delivery across Europe and Africa, fostering collaboration, accountability and consistent service standards across all locations. c) Partners Management Lead strategic relationships with outsourcing partners, managing service quality, SLAs, contract performance, service governance and ongoing service improvements. Ensure accountability through KPI monitoring, escalation management and performance reviews across multiple service providers managing contracts worth several million euros annually. d) Stakeholder Engagement Partner with senior stakeholders across Europe and Africa to understand business needs, manage priorities and follow up on service delivery. Coordinate global escalations and communication flows. Act as the visible face of IT Service Delivery towards senior stakeholders, including Finance Directors, General Managers and functional leaders across Europe and Africa. e) Operations Management Oversee day-to-day service operations across multiple providers and platforms, ensuring efficiency, accountability and performance. Operate in a business-critical environment where service disruptions may directly impact manufacturing operations and business continuity. f) AI Adoption by the Service Define and supervise the adoption of the best AI tools, copilots and agents to improve the service internally and for end users, promoting automation, efficiency and continuous improvement. g) Service Governance & Steering Committees Lead regular Service Steering Committees, presenting service performance, KPIs, SLA compliance, improvement initiatives and escalation plans to senior stakeholders, ensuring transparency, alignment and continuous service enhancement. 🔍What We Are Looking For • 10+ years of experience managing Helpdesk, Application Maintenance and/or Local Support teams in an international environment., • University degree in Computer Science, Telecommunications or a related field (or equivalent professional experience)., • Proven track record working in complex, multicultural and fast-paced organizations., • Hands-on experience with ITSM tools such as Jira, ServiceNow or similar platforms., • Strong experience managing service performance through KPIs, SLAs, governance frameworks, service reporting and vendor performance management., • Experience leading geographically distributed teams and coordinating both internal and outsourced support organizations across multiple countries., • Fluency in English is required. ✍️Key Competences a) Leadership Ability to inspire, develop and engage both internal and external teams in a challenging environment. Ability to define strategies and ensure implementation. b) Collaboration A natural team-builder who fosters open communication and cross-functional cooperation. c) Continuous Improvement Mindset Comfortable challenging the status quo and proactively driving change and innovation. d) Stakeholder Management Outstanding communication skills, with the ability to manage expectations at all levels of the organization and confidently engage with senior executives in complex and demanding situations. e) Problem-Solving Strong analytical and critical thinking skills, with a pragmatic and structured approach to decision-making. f) Service Governance & Performance Management Strong experience managing service performance through KPIs, SLAs, governance frameworks, service reporting and vendor performance management. g) Use of AI Tools Use of AI tools (ChatGPT, Claude, Gemini, Copilot, etc.) to improve analysis, reporting and service efficiency. 🌟What the company offers • A modern, multicultural work environment with a strong team culture., • Potential growth opportunities within HQ or across other Group companies., • Opportunity to learn and collaborate with experienced international teams., • Yearly performance reviews and development follow-up., • Fast-paced environment with challenging and impactful projects., • Hybrid working model: 2 days per week working from home., • Flexible working hours, including Friday afternoons free., • Modern offices in Barcelona with onsite cantina., • Gym in the office., • Life & Accident insurance., • Health insurance., • Meal allowance., • Pension plan., • Parking: 80% paid by the company., • Discounts on company products., • Competitive compensation package