Service Delivery Manager (ITIL)

Location: Getafe Area, Spain

Company

hirify.global operates in the aerospace and digital technology sectors.

What you will do

• Oversee Service Desk delivery in Spain and ensure operations meet committed SLAs and KPIs.
• Manage backlog prioritization, service issues, escalations, complaints, and crisis situations.
• Coordinate insourced and outsourced delivery teams, including service performance monitoring and cost optimization.
• Manage incident, problem, asset and configuration, change control, and client relationship activities.
• Ensure effective handover and documentation of EiS activities with country Service Desk agent teams.
• Drive corrective actions and continual service improvement initiatives in alignment with service strategy.

Requirements

• Professional experience in Service Delivery Management or Service Desk operations.
• Experience managing service levels, KPIs, stakeholders, and operational delivery teams.
• Knowledge of ITIL processes, incident and problem management, and root cause analysis.
• Ability to work independently within security policies and coordinate resources across national and divisional organizations.
• Availability to work in the Getafe Area, Spain.

Culture & Benefits

• Permanent, full-time employment.
• Flexible working arrangements are supported where possible.
• Inclusive workplace with a commitment to diversity and equal opportunities.
• Commitment to integrity, compliance, and sustainable growth.