IT Service Desk Sr Manager

Location: Madrid

Company

hirify.global Hotel Group operates more than 1,500 hotels across 95+ countries through ten hotel brands.

What you will do

• Lead the Level 0 IT support and helpdesk function delivered by a third-party provider.
• Own the end-to-end ticket lifecycle, including review, resolution, routing, escalation, tracking, and reporting.
• Manage urgent and complex support issues, escalation calls, outage communications, and vendor relationships.
• Administer and improve ServiceNow configuration, integrations, templates, releases, upgrades, testing, and change governance.
• Drive continual service improvement through KPI reporting, ticket deep dives, root-cause analysis, customer feedback, and knowledge management.
• Own the Virtual Agent and evaluate AI capabilities such as Now Assist to improve self-service and ticket deflection.

Requirements

• At least 10 years of multidisciplinary IT experience, including IT service delivery management.
• At least 5 years in global, area, or regional IT management and at least 5 years as an IT Service Delivery Manager or Lead.
• At least 2 years of IT vendor management experience and experience leading complex cross-functional teams.
• Strong knowledge of ITIL and service management principles; experience with ISO 20k frameworks is valuable.
• Experience administering service desk tools, preferably ServiceNow, in large-scale, high-volume IT environments.
• Fluent English is required; a second language is an advantage. A university degree in Computer Science, Information Systems, Business Administration, or a related field is required.

Nice to have

• Experience in hospitality and SAP projects.
• ServiceNow integrations and AI features, including Virtual Agent and Now Assist.
• Power BI dashboards, Microsoft Copilot, Claude, ChatGPT, Python scripting, Power Apps, and Power Automate.
• Recognized service management certification such as ITIL.

Culture & Benefits

• Inclusive, collaborative workplace with a focus on team spirit, diversity, and belonging.
• Career development, learning, and growth opportunities.
• Hotel discounts of up to 53% for team members at more than 1,500 hirify.global hotels.
• At least 30% discounts for friends and family, plus discounts on breakfast, food and beverage, spa services, and other hotel offerings.