Service Coordinator (SAP)

TL;DR

Service Coordinator (SAP): Managing incident lifecycles and service stability for enterprise applications with an accent on ITIL-aligned triage and SLA ownership. Focus on bridging the gap between end-users and engineering teams to ensure high service reliability and clear communication.

Location: Must be based in or around Greater Barcelona Metropolitan Area (Hybrid)

Salary: €30,000 – €35,000

Company

Global next-gen IT company specializing in software development, cloud-native architectures, AI, and cybersecurity for various industry sectors.

What you will do

• Manage incident intake, triage, and end-to-end lifecycle according to ITIL processes.
• Monitor and maintain SLAs and OLAs, flagging risks to ensure service stability.
• Develop and maintain KPI dashboards and operational reports for leadership and clients.
• Act as the primary point of contact for end-users and stakeholders.
• Coordinate between developers, business analysts, and clients to ensure smooth issue resolution.

Requirements

• Solid working knowledge of ITIL-based incident management (triage, escalation, closure).
• Experience coordinating with technical teams and managing SLAs.
• Fluent English and Spanish proficiency.
• Must be based in or around Greater Barcelona Metropolitan Area.
• Strong organizational skills and detail-oriented approach to documentation.

Nice to have

• Experience with ITSM tools like Jira Service Management, ServiceNow, or OpenText SMAX.
• Proficiency in KPI tools such as Looker or Power BI.
• ITIL Foundation certification.
• Background in managed services or application support.

Culture & Benefits

• Private health insurance and public transport costs to the office.
• Flexible working hours with remote possibilities.
• 24 days of annual holiday.
• Office perks including healthy food, fruit, snacks, and drinks.
• Regular team building activities and extensive training opportunities.