Country IT Operations Specialist

Amplifon is the global leader in the retail hearing care industry. Over 20,000 professionals in 26 countries, coming from more than 100 different nationalities, work every day in a global network of 9,500 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 and business-driven professional to join our IT team as Application Delivery Coordinator, responsible for managing the IT Service Support model across shops, headquarters and warehouse, ensuring efficient services and an excellent user experience.

Responsibilities and Key Functions:

• Ensure the availability and quality of IT Service Support for 2,000+ 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 in-house 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 cross-functional 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 solution-oriented, with strong data-driven decision-making skills
• Experience in vendor management and cost control
• Languages:
  • Spanish: Native
  • English: Advanced (mandatory)

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