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# Global It Service Delivery Manager (Sap Applications & Helpdesk)

- **Company:** Onetalent
- **Location:** Madrid, Spain (Remote available)
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Application Lifecycle Management, Application Services, JIRA, Business Software, Software Maintenance, SAP (Applications), Working Model 2D, Enterprise Software Applications, SAPBasis, Servicenow
- **Published:** August 5, 2026
- **Apply:** https://www.buscojobs.com.es/global-it-service-delivery-manager-sap-applications-helpdesk-en-madrid-ID-365605782

## About the Role

10+ years of experience in
Application Management Services (AMS) , Enterprise Applications or Global IT Service Delivery.
Proven experience managing
business?critical applications , ideally within SAP environments.
Experience governing outsourced AMS providers delivering corrective, preventive and enhancement services.
Strong experience with Vendor Management, SLAs, KPIs, governance frameworks and Service Reviews.
Experience leading geographically distributed teams and global service organisations.
Hands?on experience with ITSM platforms such as ServiceNow, Jira or similar.
Experience managing Major Incidents, escalations and service continuity.
We are particularly interested in candidates currently working in positions such as

## Description

OneTalent is recruiting aGlobal IT Service Delivery Managerfor the Corporate IT team of a leading international FMCG group with more than7,000 employees across 30+ countriesand a portfolio of internationally recognised brands.Based at the company's headquarters in Barcelona and reporting to the Group Infrastructure & Services Manager, this role plays a key part in ensuring the stability, governance and continuous evolution of the company's global IT support services.The RoleWe are looking for an experiencedGlobal IT Service Delivery Managerwith a strong background inApplication Management Services (AMS)and enterprise applications, ideally within SAP environments, to lead both theglobal Application Supportand theregional Helpdesk serviceacross Europe and Africa.The successful candidate will be responsible for a portfolio of more than100 business applications , including SAP and other enterprise platforms supporting Finance, Sales, Supply Chain, Manufacturing and Corporate Functions.The role combines:Global Application ManagementService GovernanceHelpdesk LeadershipService TransformationStakeholder ManagementThe position covers more than 4,000 users across 25 countries, working with several strategic outsourcing partners responsible for Application Maintenance Services (AMS), Helpdesk and Local Support.This is a highly visible leadership position, acting as the main point of contact for senior business stakeholders regarding service quality, critical escalations, operational performance and continuous improvement.Beyond ensuring day?to?day operational excellence, the successful candidate will lead the evolution of the global service model, standardising processes, driving automation and promoting the adoption of AI across the service organisation.a) Global Application & Service Delivery StrategyDefine and execute the global strategy forApplication Management Services (AMS)and Helpdesk, ensuring high?quality support for business?critical applications while continuously improving service delivery across Europe and Africa.b) Application Management GovernanceOwn the governance of more than 100 enterprise applications, ensuring:service continuitySLA achievementoperational excellencewith particular focus on SAP and other business?critical applications.c) Helpdesk & Local Support LeadershipLead the regional Helpdesk and Local Support services, ensuring consistent service standards, efficient ticket management and an excellent end?user experience across all locations.SAP Application Maintenance ServicesHelpdeskLocal Supportincluding:SLA managementKPI reviewsService ReviewsSteering Committeescontractual performanceescalationse) Stakeholder EngagementAct as the trusted IT partner for senior business leaders across Europe and Africa, working closely with Finance, Sales, Supply Chain, Manufacturing and Corporate Functions to understand priorities and ensure service excellence.f) Operational ExcellenceEnsure operational stability across business?critical applications and Helpdesk services, coordinating major incidents, service recovery, root cause analysis and service improvement initiatives.Operate in an environment where IT disruptions may directly impact manufacturing operations and business continuity.g) AI & Service TransformationDrive the adoption of AI, automation and self?service capabilities across both Application Support and Helpdesk services, improving efficiency, user experience and service quality.h) Service GovernanceLead regular Service Review Meetings and Steering Committees, presenting:KPIsSLA complianceservice improvementsaction plansto senior stakeholders.What We Are Looking For10+ years of experience inApplication Management Services (AMS) , Enterprise Applications or Global IT Service Delivery.Proven experience managingbusiness?critical applications , ideally within SAP environments.Experience governing outsourced AMS providers delivering corrective, preventive and enhancement services.Strong experience with Vendor Management, SLAs, KPIs, governance frameworks and Service Reviews.Experience leading geographically distributed teams and global service organisations.Hands?on experience with ITSM platforms such as ServiceNow, Jira or similar.Experience managing Major Incidents, escalations and service continuity.We are particularly interested in candidates currently working in positions such as:Global Application Services ManagerSAP Application Support ManagerEnterprise Applications ManagerIT Applications ManagerSAP AMS ManagerGlobal IT Service Delivery Manager responsible for Enterprise ApplicationsCandidates combiningApplication ManagementwithHelpdesk leadershipwill be especially valued.LeadershipApplication Service GovernanceStakeholder ManagementOperational ExcellenceStrategic ThinkingProblem SolvingAI & Automation MindsetWhat the company offersA modern, multicultural work environment with a strong team culture.Potential growth opportunities within HQ or across other Group companies.Opportunity to learn and collaborate with experienced international teams.Yearly performance reviews and development follow?up.Fast?paced environment with challenging and impactful projects.Hybrid working model: 2 days per week working from home.Flexible working hours, including Friday afternoons free.Modern offices in Barcelona with onsite canteen.#J-*****-Ljbffr


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