Sabadell Overview

Sabadell is a global financial institution headquartered in Barcelona, Spain and one of Europe’s oldest and most successful banking groups since its founding in 1881. Sabadell covers all areas of the financial business sector under a common denominator: professional performance and quality. In the United States, Sabadell has operated with an International Full Branch since 1993. We offer Corporate Banking services to international companies in the American market, and Private Banking services primarily to Latin American high net worth individuals and families.

Responsibilities

• Maintain high performing service support functions including and IT Service Desk Support• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
• As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed 
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Drive internal and third party service review meetings covering performance, service improvements, quality and processes

Requirements

• Experienced Service Management professional• Previous experience as a Team Lead or demonstrable experience in leading virtual teams
• Experience of managing 3rd parties and 3rd party delivered services
• Expert knowledge of IT disciplines

Sabadell is an Equal Employment Opportunity Employer