Service Support Coordinator / Application Delivery
Service Support Coordinator / Application Delivery
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Job Description
Amplifon is the global leader in the retail hearing care industry. Over 20000 professionals in 26 countries coming from more than 100 different nationalities work every day in a global network of 9500 points of sales to empower thousands of people to rediscover all the emotions of sound. In Amplifon we believe people are the most important component of our success. Only through investment in talent engagement professional development and recognition our people can express their potential and build a fulfilling career.
Amplifon Iberica S.A.U acquired GAES in 2019 with over 700 shops spread throughout the country. The main office is in Barcelona and operates with 2000 dedicated professionals that empower people to discover all the emotions of sound.
We are currently looking for a dynamic businessdriven and analytical professional to join our IT Team as Application Delivery Coordinator.
Design implement and manage the IT Service Support model across Amplifon Spains shop network headquarters and warehouse. The ultimate goal is to deliver efficient costeffective IT services with outstanding user experience enabling the organization to achieve its business objectives.
Responsibilities and Key Functions:- Ensure the availability and quality of IT Service Support for 2000 users 700 shops the headquarters and the warehouse by managing Level 1 and Level 2 incidents problems and requests related to all key digital solutions:
- Front Office Applications: Salesforce xStore and other inhouse tools.
- Back Office Applications: Oracle Fusion Oracle Apex LEA and other internal systems.
- Digital Workplace: printing OS telephony servers and communications.
- Reporting & Business Intelligence tools.
- Act as a key enabler in the deployment and stabilization of both IT and business operations projects.
- Serve as the single point of contact for IT service user experience in Amplifon Spain. Build and maintain strong relationships with business stakeholders to align IT services with business priorities.
- Design and control an efficient IT operating model applying ITSM best practices and a continuous improvement mindset.
- Define track and ensure fulfillment of SLAs and KPIs. Report on service performance user satisfaction and operational efficiency.
- Lead and coordinate a crossfunctional IT service support team ensuring effective incident handling and service delivery.
- Troubleshoot and coordinate incident and problem resolution across internal teams global functions and external providers.
- Contribute to the creation and implementation of workarounds contingency plans remediation actions and internal knowledge bases to empower key users and reduce ticket volume.
- Manage escalations and communicate improvement plans presenting updates to relevant stakeholders and ensuring transparency.
Abilities and Competences:
- Strong service mindset and customer orientation
- Solid people management skills with the ability to manage expectations and resolve conflicts
- Excellent communication negotiation and influencing abilities
- Highly analytical and solutionoriented with strong datadriven decisionmaking skills
- Experience in vendor management and cost control
- Languages:
- Spanish: Native
- English: Advanced
Technical Skills and Experience:
- Ingineering Master Degree
- > 5 years of experience in the role
- Technical Background in software & digital workplace
- Solid expertise in leading L1 & L2 support teams in desktop Help Desk and Business Software (CRM/ERP).
- Knowledge in Lean IT ITIL Continual Improvement methologies and procedures
- Solid experience in ITSM tools and best practice
Required Experience:
IC
Employment Type
Full-Time
