Role reports to: IT Manager – Project Management & Continuous Improvement

Location: Madrid

Contract: Temporary

Purpose

The ITSM Lead is responsible for managing and improving IT Service Management processes across the organization, ensuring alignment with ITIL best practices. This role will lead the Change Advisory Board (CAB), oversee ITSM tools (Matrix42 and Ivanti), and drive process excellence in Incident, Problem, Change, and Configuration Management. The ITSM Lead will act as a key liaison between technical teams and business stakeholders to ensure smooth service delivery and continuous improvement.

How can you help us?

• ITSM Process Ownership: Manage and optimize IT Service Management processes (Incident, Problem, Change, Request, and Configuration Management) to ensure efficiency and compliance with ITIL standards.

• Change Management & CAB Leadership: Organize and lead the Change Advisory Board meetings, ensuring proper risk assessment, approvals, and communication for all changes.

• Tool Administration: Configure, maintain, and enhance ITSM platforms (Matrix42 and Ivanti) to support business needs and improve user experience.

• Performance Monitoring & Reporting: Define and track KPIs for ITSM processes. Prepare regular reports on process performance, change success rates, and service quality metrics.

• Continuous Improvement: Identify gaps and implement improvements in ITSM processes and tools. Collaborate with cross-functional teams to adopt best practices and automation opportunities.

• Compliance & Governance: Ensure adherence to IT policies, security standards, and audit requirements within ITSM processes.

• Stakeholder Communication: Act as the primary point of contact for ITSM-related queries, providing guidance and training to teams and stakeholders.

• Support audits and compliance initiatives related to ITSM processes.

• Contribute to training and awareness programs for ITSM best practices.

Are you our match

• Bachelor’s degree in Computer Science, Information Technology, or related field.

• Certifications: ITIL Foundation (mandatory), ITIL Intermediate or similar certifications (preferred).

• Experience: 2–4 years of hands-on experience in IT Service Management with expertise in Matrix42 and Ivanti platforms.

• Skills & Competencies:

• Strong understanding of ITIL framework and ITSM principles.

• Ability to lead CAB meetings and manage change processes independently.

• Excellent communication and stakeholder management skills.

• Analytical mindset with experience in reporting and KPI tracking.

• Familiarity with automation and workflow optimization in ITSM tools.

• Language: Strong written and verbal English skills.

We have everything covered

• A hybrid work system

• Fresh fruit, free coffee, subsidised lunch and other benefits

• Comprehensive induction by experienced colleagues - An individually tailored onboarding plan and fixed contacts so you can be off to a great start

• Modern Workplace - Environment with restaurant services, gym, bank, post office and transport

• Employee Assistance Programme – So that your mental well-being is taken care of

At Medline Iberia, we believe that diversity and inclusion are essential for achieving success and fostering innovation. We are committed to promoting an inclusive work environment where everyone is valued and respected for their unique differences. Through our selection processes, we are dedicated to ensuring equal opportunities and fairness for all candidates, regardless of their background, gender, sexual orientation, age, disability, religion, or any other personal characteristic.

Medline is committed to reducing our carbon footprint, developing responsible products, supporting our employees and local communities, and promoting high ethical standards internally and among our supplier partners. Click here to discover what Medline is doing to make healthcare more sustainable for people and the planet.

To find out more about Medline, you can access our website via this link.