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BBVA is a global company with more than 160 years of history that operates in more than 25 countries where we serve more than 80 million customers. We are more than 121,000 professionals working in multidisciplinary teams with profiles as diverse as financiers, legal experts, data scientists, developers, engineers and designers.

About the job:

Role Overview

We are seeking a highly accomplished Service Desk Manager to lead and elevate our enterprise IT support function into a world-class, customer-centric operation. This role goes beyond traditional help desk management—focusing on delivering exceptional user experience, driving operational excellence, and aligning service delivery with broader business objectives.

The ideal candidate combines strong leadership, technical depth, and a passion for continuous improvement, leveraging data, automation, and best practices (e.g., ITIL) to transform service delivery.

Key Responsibilities

Strategic Leadership

• Define and execute the vision, strategy, and roadmap for the Service Desk aligned with organizational goals.

• Act as a key stakeholder in IT governance, service management strategy, and digital transformation initiatives.

• Build a high-performance culture focused on accountability, innovation, and customer satisfaction.

Operational Excellence

• Oversee day-to-day service desk operations, ensuring SLA and KPI targets are consistently exceeded.

• Implement and refine ITIL-based processes (Incident, Request, Problem, Knowledge Management).

• Drive continuous service improvement using metrics, analytics, and user feedback.

Customer Experience & Service Quality

• Champion a “white-glove” support model for executives and critical business functions.

• Develop and monitor customer satisfaction (CSAT), Net Promoter Score (NPS), and user experience metrics.

• Establish proactive communication strategies and service transparency.

Team Leadership & Development

• Lead, mentor, and develop a team of service desk analysts, supervisors, and leads.

• Foster career growth, training programs, and succession planning.

• Attract and retain top talent in a competitive market.

Technology & Innovation

• Drive adoption of modern service management tools (e.g., MC Helix/Remedy, Jira Service Management and other Microsoft and Google related technologies).

• Implement automation, AI-driven support (chatbots, virtual agents), and self-service capabilities using ChatGPT or Gemini

• Collaborate with infrastructure and application teams to reduce ticket volume through root cause resolution.

• Conduct weekly Change Management Meeting with the dev, infrastructure, security and service desk teams.

Vendor & Stakeholder Management

• Manage third-party vendors and outsourced service providers. Maintain asset inventory of both physical IT equipment and software.

• Partner with business units to understand needs and align service delivery.

• Present performance reports and strategic insights to senior leadership. Develop and present KPI’s during monthly IT management meetings.

Risk & Compliance

• Ensure adherence to security policies, compliance standards, and regulatory requirements.

• Participate in incident response for high-impact or critical outages.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).

• 8–12+ years of experience in IT support/services, with at least 3–5 years in a leadership role.

• Proven experience managing enterprise-level service desk operations.

• Strong knowledge of ITIL frameworks (ITIL certification preferred).

• Experience with leading ITSM platforms (e.g., ServiceNow, Remedy, Jira SM).

• Demonstrated success in driving service transformation and continuous improvement initiatives.

Key Competencies

• Executive presence and strong communication skills

• Data-driven decision making

• Customer-first mindset with a focus on experience

• Leadership and team development

• Change management and adaptability

• Ability to operate in high-pressure, mission-critical environments

What Sets This Role Apart

• Opportunity to shape a bes