Descripción de la oferta
Your Profile Required Experience & Skills 15+ years of experience in IT Operations, Service Management, or Technology Operations leadership. Proven experience leading multi-disciplinary, international IT Operations teams. Strong background in IT Service Management (ITIL), IT Operations platforms, and operational governance. Executive-level experience with vendor management, SLA governance, and service performance management. Strong understanding of IT Service Continuity and Operational Resilience. Excellent stakeholder management and communication skills in English. Experience in large-scale, international environments with matrix organization. Nice to Have Relevant certifications (ITIL, IT Service Continuity / Resilience, Agile, or equivalent). Familiarity with cloud-based operations, DevOps, and modern monitoring practices. Your Tasks The Global Head of IT Operations is accountable for the end-to-end operational excellence, resilience, and continuous improvement of global IT services. The role ensures that IT Operations delivers stable, secure, customer-centric, and scalable services that support business objectives across all regions. This role provides strategic leadership over IT Support / Service Desk operations, IT Service Management (governance, KPIs, reporting, major incident management), IT Operations tooling and IT Service Continuity, Resilience, and Disaster Recovery. Key Responsibilities Global IT Operations Strategy & Governance Define and own global IT Operations strategy Establish global standards, policies, and governance frameworks for IT Operations, ensuring consistency while allowing regional flexibility. Translate business and technology strategy into clear operational roadmaps, KPIs, and improvement initiatives. Ensure alignment with ITIL, operational resilience, and regulatory expectations. IT Support Oversee global IT Support / Service Desk operations, ensuring efficient, customer-centric end-user support. Govern service provider performance, SLAs, KPIs, and escalation management. Drive continuous improvement in: Knowledge management, First-contact resolution, User experience and satisfaction Act as an executive escalation point for business-critical support issues. IT Service Management Own and govern the IT Service Management framework, ensuring consistent application of ITIL-based practices across all product teams, regions, and services. Ensure availability, quality, and transparency of operational IT KPIs, dashboards, and reports covering availability, performance, incidents, requests, problems and service health. Oversee the IT Service Manager function, ensuring strong partnerships with: Product and platform teams developing and deploying business applications Country organizations consuming IT services Ensure ITSM enables data-driven decision-making, service performance insights, and continuous improvement. Provide executive oversight of: Major Incident Management and escalation processes Manager-on-Duty and on-call models Cross-functional incident coordination and post-incident reviews IT Operations Platforms & Tooling Own the vision and roadmap for IT Operations platforms, including ITSM, IT Asset Management, and Monitoring toolsets. Ensure platform standardization, scalability, and effective adoption across Technology, Finance, HR, Facilities, and other corporate functions. Govern relationships with third-party tool vendors, identifying innovation opportunities and ensuring value realization. IT Service Continuity, Resilience & Risk Management Ensure a robust IT Service Continuity and Disaster Recovery framework is defined, embedded, and continuously improved. Ensure transparency of IT continuity readiness through KPIs, dashboards, and executive reporting. Partner with Product, Security, and Risk functions to proactively identify and mitigate operational risks. Leadership & Organization Development Lead and develop a global IT Operations leadership team, including IT Support (IT Service Desk and Onsite Store Support), IT Service Management, IT Operations Platforms, and IT Service Continuity. Set clear objectives, accountability, and performance measures for direct reports. Foster a culture of continuous improvement, operational excellence, collaboration, and resilience. Support talent development, succession planning, and capability building across IT Operations. About Us MediaMarktSaturn is Europe’s leading consumer electronics retailer. It sees itself as a partner, daily companion and navigator for its customers in the digital world. Its over 1,000 MediaMarkt and Saturn stores are closely integrated with their online shops. MediaMarktSaturn has a total headcount of more than 60,000. MediaMarktSaturn Technology is working on making Europe\'s number one consumer electronics retailer the technology leader in its sector. To this end, several hundred developers, UX designers and system architects using state-of-the-art technology work hand in hand with business owners in agile teams to develop customer-focused technology solutions for more than 6 million customers every day in 11 countries. Technology Hub located in Barcelona , is one of the service units of MediaMarktSaturn Technology to deliver adequate staffing and engineering skills for the agreed deliveries of the global deployment plan for the entire group. (*) Diversity and equal opportunities are important to us. Research shows that women and people from underrepresented groups are less likely to apply if they don’t meet all the criteria. If you are interested in this position but your experience doesn’t align perfectly with every requirement, we still encourage you to apply. Additional Benefits Young environment, where not everything is written in stone, and where you are expected to contribute and co-create the culture of the Tech Hub and international collaboration model. You\'ll have a 10% discount on the entire MediaMarkt website, so you can treat yourself at a lower price whenever you want! On top of your compensation package, you can request Flexible Pay “MediaFlex program” (e.g. Ticket Restaurant, Private Health Insurance with Segur Caixa Adeslas, …) Flexible working time and possibility to combine home office / presential working. Intensive workday every Friday and during summer. The possibility to choose between 2 offices: The first one is the MediaMarkt Iberia HQ with a very attractive menu at a price. You\'ll eat for less than €4! And the second office is located at Pier01, in Barceloneta, right in the center of Barcelona. Free coffee and free fruit once a week. If you need a VISA, don\'t worry, we\'ll assist you with the visa process and accompany you throughout the entire process! There is a training budget so you can continue developing the skills you need most to keep growing professionally and personally! We offer language classes: English, Spanish, and German. On your birthday, you won\'t work! It\'s a day for you to enjoy without thinking about work. You\'ll be working with the most cutting-edge technological stack of the moment. Job Infos Location: Barcelona, El Prat De Llobregat Media Markt Saturn Th Services Barcelona Department: HQ - IT Entrylevel: Professional Level Type of Employement: Full Time Working Hours: 40 Persona: Job Requisition Tech Employee Recruiter: Angela Paredes Recruiter: Angela Evelyn Paredes Huanca #J-18808-Ljbffr
