Head of IT Operations (ServiceNow, AI & Digital Workplace)

Stack

Responsibilities

• ▹IT support transformation: lead the evolution of the IT support service by defining new processes, procedures and operating models focused on efficiency and service excellence
• ▹Automation and AI: drive AI-based solutions to increase first-level (L1) incident resolution, automate repetitive tasks and improve the user experience
• ▹ServiceNow management: ensure efficient use of ServiceNow as the IT service management platform, promoting continuous improvement and process standardisation
• ▹Digital workplace: lead the strategy and evolution of the digital workplace, ensuring the quality of service delivered by external providers
• ▹AI in the workplace: lead the adoption of AI tools, including the rollout of Gemini for Workspace, driving new models of productivity and collaboration
• ▹IT compliance: own the compliance service, overseeing the implementation and management of the outsourced SAM model and ensuring standards are met
• ▹Vendor management: coordinate and supervise outsourced services related to compliance and the digital workplace, ensuring SLAs and business objectives are met
• ▹Relationship with management: report directly to the IT Operations Director and take an active part in defining technology and operational strategy

Requirements

• ▹Experience leading IT support and Service Desk teams
• ▹Experience driving process automation and incident resolution initiatives using AI
• ▹Experience working with ServiceNow as an IT service management platform
• ▹Knowledge and experience in IT compliance environments and vendor management
• ▹Experience in digital workplace and end-user workplace services
• ▹Leadership ability, strategic vision and a continuous improvement mindset

Nice to have

• ▹Process automation with generative AI
• ▹ITSM, ITIL and continuous service improvement
• ▹Management of outsourced services and vendor governance
• ▹Digital transformation of the workplace
• ▹Software Asset Management (SAM)
• ▹Retail and environments with wide operational reach
• ▹Change management and technology adoption

Soft skills

What we offer

• ▹Permanent contract
• ▹100% on-site work (Madrid)
• ▹Internal training and access to certifications
• ▹Flexible compensation plan (health insurance, transport, childcare and meal vouchers)
• ▹Referral programme: a bonus for recommending friends
• ▹Events, meetups, tech days, talks and more
• ▹26 days off (22 vacation days, 2 personal days, and December 24 and 31 by default)
• ▹Flexible hours: 8:30 to 18:00 Monday to Thursday, Friday 8:00 to 15:00; July and August 8:00 to 15:00

About the company

knowmad mood is a digital transformation company with more than 3,000 employees. It builds a flexible, adaptable team that brings creativity and expertise to its clients' projects.