Manager, Digital Technology Services

GRIFOLS, S.A.

About The Position

Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions. The Manager of End User Services & Support is responsible for the end-to-end delivery and performance of global end-user support across L0 (Self-Service & Automation), L1 (Service Desk), and L2 (Desk Side). This role ensures that users can resolve issues independently where possible, receive timely and effective support when needed, and experience consistent, high-quality service across all channels. The position focuses on strengthening day-to-day operations, improving consistency, and driving incremental maturity, while partnering with platform, governance, and service partners to enhance the overall service experience. The Manager leads Delivery Managers across each support tier and is accountable for service quality, responsiveness, user satisfaction, and operational discipline across the global support model.

Requirements

Bachelor’s degree in Information Technology, Business, or related discipline preferred
8–12+ years of experience in IT End User Services, Service Desk, or IT Operations
3–5+ years of leadership experience managing support teams (L1 and/or L2 required; L0 exposure preferred)
Experience leading or supporting multi-tier (L0–L2) support models
Familiarity with ITIL practices (Incident, Request, Knowledge Management)
Experience with ITSM tools (ServiceNow preferred)
Exposure to vendor support models preferred
Strong operational leadership, problem-solving, and communication skills
Ability to drive consistency and improvement within a structured but evolving environment

Responsibilities

Lead the delivery of end-user services across L0, L1, and L2, ensuring issues are appropriately deflected, resolved, or escalated based on defined support models
Strengthen self-service capabilities by improving knowledge quality, usability, and accessibility, and identifying opportunities to reduce ticket volume through automation and better user guidance
Ensure the service desk operates as a consistent global point of contact, with effective triage, improved first-contact resolution, and adherence to service levels
Monitor ticket queues, backlog, and response performance, taking action to maintain stability and improve responsiveness
Drive consistency across support channels (portal, chat, phone, email), ensuring a seamless and reliable user experience
Oversee deskside and field support activities, ensuring timely resolution of complex, onsite, and hardware-related issues, including device lifecycle coordination
Support effective coordination with vendors and field service providers, ensuring services are delivered to expected quality and timelines
Use operational data and user feedback (CSAT/CES) to identify trends, recurring issues, and opportunities to improve service delivery
Partner with platform and automation teams to translate operational needs into workflow improvements, automation, and enhanced self-service capabilities
Reinforce standardized processes and ways of working across regions, improving consistency and reducing variability in service delivery
Ensure support activities are properly documented and aligned with compliance and control requirements
Lead and develop Delivery Managers and support teams, establishing clear expectations, accountability, and a focus on service excellence