Global IT Service Delivery Manager (SAP Applications & Helpdesk)

OneTalent is recruiting a Global IT Service Delivery Manager for the Corporate IT team of a leading international FMCG group with more than 7,000 employees across 30+ countries and a portfolio of internationally recognised brands.

Based at the company's headquarters in Barcelona and reporting to the Group Infrastructure & Services Manager, this role plays a key part in ensuring the stability, governance and continuous evolution of the company's global IT support services.

The Role

We are looking for an experienced Global IT Service Delivery Manager with a strong background in Application Management Services (AMS) and enterprise applications, ideally within SAP environments, to lead both the global Application Support and the regional Helpdesk service across Europe and Africa.

The successful candidate will be responsible for a portfolio of more than 100 business applications, including SAP and other enterprise platforms supporting Finance, Sales, Supply Chain, Manufacturing and Corporate Functions.

The role combines:

• Global Application Management
• Service Governance
• Helpdesk Leadership
• Service Transformation
• Stakeholder Management

The position covers more than 4,000 users across 25 countries, working with several strategic outsourcing partners responsible for Application Maintenance Services (AMS), Helpdesk and Local Support.

This is a highly visible leadership position, acting as the main point of contact for senior business stakeholders regarding service quality, critical escalations, operational performance and continuous improvement.

Beyond ensuring day‑to‑day operational excellence, the successful candidate will lead the evolution of the global service model, standardising processes, driving automation and promoting the adoption of AI across the service organisation.

a) Global Application & Service Delivery Strategy

Define and execute the global strategy for Application Management Services (AMS) and Helpdesk, ensuring high‑quality support for business‑critical applications while continuously improving service delivery across Europe and Africa.

b) Application Management Governance

Own the governance of more than 100 enterprise applications, ensuring:

• service continuity
• SLA achievement
• operational excellence

with particular focus on SAP and other business‑critical applications.

c) Helpdesk & Local Support Leadership

Lead the regional Helpdesk and Local Support services, ensuring consistent service standards, efficient ticket management and an excellent end‑user experience across all locations.

• SAP Application Maintenance Services
• Helpdesk
• Local Support

including:

• SLA management
• KPI reviews
• Service Reviews
• Steering Committees
• contractual performance
• escalations

e) Stakeholder Engagement

Act as the trusted IT partner for senior business leaders across Europe and Africa, working closely with Finance, Sales, Supply Chain, Manufacturing and Corporate Functions to understand priorities and ensure service excellence.

f) Operational Excellence

Ensure operational stability across business‑critical applications and Helpdesk services, coordinating major incidents, service recovery, root cause analysis and service improvement initiatives.

Operate in an environment where IT disruptions may directly impact manufacturing operations and business continuity.

g) AI & Service Transformation

Drive the adoption of AI, automation and self‑service capabilities across both Application Support and Helpdesk services, improving efficiency, user experience and service quality.

h) Service Governance

Lead regular Service Review Meetings and Steering Committees, presenting:

• KPIs
• SLA compliance
• service improvements
• action plans

to senior stakeholders.

What We Are Looking For

• 10+ years of experience in Application Management Services (AMS), Enterprise Applications or Global IT Service Delivery.
• Proven experience managing business‑critical applications, ideally within SAP environments.
• Experience governing outsourced AMS providers delivering corrective, preventive and enhancement services.
• Strong experience with Vendor Management, SLAs, KPIs, governance frameworks and Service Reviews.
• Experience leading geographically distributed teams and global service organisations.
• Hands‑on experience with ITSM platforms such as ServiceNow, Jira or similar.
• Experience managing Major Incidents, escalations and service continuity.

We are particularly interested in candidates currently working in positions such as:

• Global Application Services Manager
• SAP Application Support Manager
• Enterprise Applications Manager
• IT Applications Manager
• SAP AMS Manager
• Global IT Service Delivery Manager responsible for Enterprise Applications

Candidates combining Application Management with Helpdesk leadership will be especially valued.

• Leadership
• Application Service Governance
• Stakeholder Management
• Operational Excellence
• Strategic Thinking
• Problem Solving
• AI & Automation Mindset

What the company offers

• A modern, multicultural work environment with a strong team culture.
• Potential growth opportunities within HQ or across other Group companies.
• Opportunity to learn and collaborate with experienced international teams.
• Yearly performance reviews and development follow‑up.
• Fast‑paced environment with challenging and impactful projects.
• Hybrid working model: 2 days per week working from home.
• Flexible working hours, including Friday afternoons free.
• Modern offices in Barcelona with onsite canteen.