Head of Integrated Service Management
Machine translation — original language: Spanish.Show original
Your tasks
We are looking for our Head of Integrated Service Management, whose objective is to lead the operation and integration of the services incorporated into the Service and Care Model (MAS-VAF), articulating the care levels, functional areas, and support processes, in order to guarantee a consistent, efficient, resolutive, and traceable service experience for users.
📝 Main functions
- Lead the integral operation of the services incorporated into the Service and Care Model (MAS).
- Ensure articulation between the N0, N1, and N2 care levels, as well as with functional areas and back office processes.
- Manage and keep the service catalog updated, guaranteeing its documentation, standardization, and availability.
- Lead the construction and updating of the knowledge base and self-management mechanisms for users and care teams.
- Monitor management indicators, service levels (SLA), response times, and first contact resolution.
- Identify opportunities for improvement, simplification, and automation of processes and services.
- Coordinate the operational relationship between the different care levels and the areas responsible for the services.
- Direct, develop, and strengthen the competencies of the team in charge, promoting a culture oriented toward service and continuous improvement.
Requirements
Academic background
- Professional in Business Administration, Industrial Engineering, Systems Engineering, Economics, Public Administration, Information Systems, or related areas.
- Desirable Master's in Service Management, MBA, Operations Management, Digital Transformation, Innovation, User Experience, Analytics, or related areas.
Experience
- Between 8 and 10 years of experience in service management, service management, care models, service transformation and improvement, operations management, team leadership, and knowledge management. Desirable experience in Shared Service Centers (CSC), Global Business Services (GBS), higher education institutions, and digital transformation of services.
Knowledge
- Team leadership, service care models. (Indispensable)
- Service management and operation of Service Desk, CRM, or help desks.
- Organizational knowledge management.
- Service indicators (SLA, FCR, response times).
- Continuous improvement, automation, and conversational channels.
- English level B2.
How to apply
✅ Application Deadline: Monday, November 2, 2026
Other
📌 Important information Contract type: Indefinite Modality: On-site