Senior Service Desk Manager (Enterprise IT Services)

Job description

Excited to grow your career? 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 transformat...