Hybrid IT Service Desk Delivery Manager (Sant Joan Despí, B, ES) at Clariant

Lead and optimize global IT Service Desk operations, ensuring exceptional support experience through strategic management of processes, ITIL frameworks, vendor relationships, and stakeholder engagement. Your role will be crucial in transforming business requirements into structured solutions that drive the organization's strategic objectives, while maintaining the highest standards of customer satisfaction.

Responsibilities

• Lead and optimize global IT Service Desk operations.
• Take accountability for the delivery of complex global IT services, including consulting, projects, and maintenance.
• Strategically evaluate and continuously improve the service/product roadmap.

• Act as the primary escalation point, ensuring high-quality, customer-focused support.
• Coordinate with internal IT teams and vendors to resolve issues and enhance service delivery.
• Conduct macro-level incident analysis to identify trends and improvement opportunities.

• Develop and maintain effective relationships with all stakeholders, including regional and country IT leaders.
• Manage vendors, ensuring continuous improvements and service quality.
• Interpret customer satisfaction metrics (CSAT) to implement tangible improvements.
• Ensure all teams (internal and external) operate according to the same global guidelines.

• Support the resolution of major incidents, ensuring effective communication and timely solutions.
• Align Service Desk operations with business and IT strategies.
• Drive service quality initiatives that enhance the end-user experience.

• Stay current with industry best practices and emerging technologies in IT service management.

Requirements

• Bachelor's degree or equivalent in Information Management, Computer Science, IT or related field.

• Minimum 8 years of senior-level experience in IT service management.
• At least 3 to 5 years of experience leading IT projects and working in international environments.

• Strong knowledge of ITIL frameworks and best practices, with experience in IT project delivery and methodology
• Proficiency in service desk management tools and technologies and experience with KPI monitoring and SLA management.

• Proven ability in financial management and budget control.
• Strong vendor management skills, including contract negotiations and performance oversight.
• Analytical skills for interpreting service metrics and implementing improvements.

• Advanced verbal and written communication skills in English (required).

Our Offer

• Journey with the innovative, leading Swiss based chemical specialty company.
• Permanent employment contract.
• Great work environment in Sant Joan Despi and work from home office (2 days office / 3 home office).
• Opportunity to join global team of tech savvy professionals.
• Work in open and collaborative culture, respectful and committed to your professional development.
• Highest standard of equipment and technologies.
• Solid budget for your training and certification needs.
• Fully loaded benefits package.
• Transparent rules regarding your salary, rewards and recognitions.

Your Contact
Talent Acquisition Clariant www.clariant.com/careers

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Clariant is a Swiss-based global specialty chemicals company, which is concentrated and developed in three business units: Care Chemicals, Catalysts and Adsorbents & Additives. Our purpose as a company is reflected in our tagline "Greater chemistry - between people and planet", which considers the principles of customer, innovation and people orientation, as well as a focus on creating solutions to foster sustainability in different industries by offering high-value and high-performance chemical specialties.

At Clariant, we believe that diversity, equity and inclusion are essential to our success. We strive to cultivate a workplace where all employees feel welcomed, respected, supported, and valued. Our diverse workforce allows us to tap into a wealth of perspectives, experiences, and capabilities that drive innovation. We are committed to ensuring equal opportunities for professional growth and advancement across all levels of the organization, based on objective criteria and regardless of gender, gender identity, race, ethnicity, religion, protected veteran status ,age, disability, sexual orientation or other aspects of diversity in accordance with the relevant governing laws. By bringing together talented individuals with diverse backgrounds and viewpoints, we gain the agility to meet the evolving needs of our global customers and communities. Join our team to help advance our mission of fostering a culture of belonging where everyone can thrive.

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