ITSM Process Lead
hace 4 días
Barcelona
Job Description Location: Barcelona (Hybrid model - 3 days office based) Experience/Profile: ITSM | ITIL | Service Catalogue | Process Improvement | Global Environment Languages: English required WHAT’S THE PROJECT? You’ll join a global international organization undergoing an important evolution of its IT Service Management function. The company is strengthening and maturing its ITSM capabilities across multiple international teams, with a strong focus on process governance, service quality, operational efficiency and customer-centric service delivery. This role will play a key part in shaping and improving the global ITSM framework, bringing structure, scalability and continuous improvement across technical and operational teams. One of the biggest priorities for the role will be the development and ownership of the Service Catalogue function, alongside the governance of core ITSM processes such as Change Management. YOUR ROLE & IMPACT As ITSM Process Lead, you will work closely with infrastructure, applications and support teams to drive the evolution of IT Service Management practices across the organization. This is a highly cross-functional role requiring both strong process ownership and the ability to influence technical stakeholders without direct team management responsibility. ITSM Governance & Process Ownership • Own and evolve core ITSM processes aligned with ITIL best practices, • Lead governance activities across Change Management and related service management processes, • Ensure processes are consistently followed, documented and continuously improved, • Coordinate approvals, escalations and process compliance across technical teams, • Define pragmatic maturity roadmaps aligned with business priorities Service Catalogue Development • Lead the design, implementation and continuous improvement of the Service Catalogue framework, • Structure and maintain service definitions, workflows and operational ownership, • Improve visibility, usability and standardization of IT services across the organization, • Collaborate with technical teams to ensure services are scalable, accurate and business-aligned Continuous Improvement & Operational Excellence • Identify process gaps, inefficiencies and improvement opportunities across ITSM operations, • Drive automation and simplification initiatives where appropriate, • Develop KPIs, dashboards and reporting frameworks to monitor service performance and compliance, • Promote knowledge sharing and operational best practices across teams Stakeholder Management & Leadership • Act as a central point of coordination between infrastructure, applications and operational teams, • Influence stakeholders across multiple departments and international locations, • Build strong collaborative relationships with technical and non-technical teams, • Support the adoption of customer-centric and service-oriented thinking across the business Training & ITSM Adoption • Deliver ITSM process guidance and awareness across teams, • Support the adoption of ITIL-aligned practices and operational consistency, • Contribute to documentation, governance standards and internal process education This is a hands-on process leadership role focused on designing, improving and embedding scalable ITSM practices in a global environment. MUST HAVES • 3+ years of experience in IT Service Management or related ITSM-focused roles, • Strong understanding of ITIL principles and ITSM frameworks, • ITIL v3/v4 Foundation certification (mandatory), • Experience working with Change Management processes, • Experience designing, improving or governing ITSM processes (not only operating them), • Exposure to Service Catalogue creation, implementation or management, • Ability to collaborate effectively with technical teams including infrastructure and applications, • Strong communication and stakeholder management skills, • Process-oriented mindset with strong attention to detail, • Experience working in international and multicultural environments, • Fluent English communication skills NICE TO HAVE • Experience with ITSM tools such as ManageEngine, • Exposure to automation and operational efficiency initiatives, • ITIL Intermediate certifications, • Understanding of infrastructure, cloud or enterprise IT environments, • Knowledge of Microsoft Azure, Office 365 or Active Directory environments, • Experience in global organizations with distributed teams WHAT’S IN IT FOR YOU? • The Challenge: You'll balance competing pressures from various stakeholders while managing virtual teams and ensuring the seamless delivery of products and live services., • The Salary: To be discussed during the process., • The Vibes: A proactive, collaborative environment that encourages continuous learning and interaction with various cultural backgrounds., • Work Model: Hybrid system, 3 days in the office (Hospitalet)