Service Coordinator
Apps Maintenance & Support
(Barcelona based/hybrid)

You and Trifork Spain

Join Trifork Spain – Where Global Innovation Meets Local Impact

At Trifork Spain, we are part of the Trifork Group, a global next-gen IT company headquartered in Switzerland, with over 1,200 employees across 16+ countries. Trifork is known for its deep expertise in software development, cloud-native architectures, AI, IoT, cybersecurity, and enterprise platforms, serving clients in healthcare, finance, education, government, and industry. With a strong presence in Europe and the US, Trifork is a trusted innovation partner for organizations seeking to accelerate digital transformation.

At Trifork, we love people who love what they do. If you, like us, care deeply about good collaboration, thoughtful planning, and creating solutions that make a real difference, you will feel right at home.
You bring the calm confidence that comes from experience, the curiosity to understand people and processes, and the desire to make projects run smoothly for everyone involved.

The Role (Apps Maintenance)

We're looking for a Service Coordinator to join our SAP Team in Barcelona. You'll be part of a collaborative team where developers and business analysts work together on enterprise application maintenance as well as backlog enhancements for one of our key strategic clients. This is an opportunity to start your long-running engagement where process reliability, communication, and shared ownership take place and really make the difference.

As Service Coordinator, you'll be the operational hub of the service: the first point of contact for incoming incidents, the person who keeps SLAs healthy, and the link between end users, the engineering team, and the client. You'll report to the Service Delivery Manager and work closely with the rest of the team every day. Think of this role as the conductor of the orchestra — the one who sets the rhythm, keeps everyone in sync, and ensures the product stays stable while the team delivers at its best.

What you'll do

Incident intake & triage

• Act as the first-level control point for all incoming incidents — log, categorise, prioritise, and validate before anything is dispatched

• Apply ITIL-aligned processes to assess impact and urgency; coordinate with the engineering team to route issues with clear, complete documentation

• Reproduce and document functional issues clearly enough that developers can act without unnecessary back-and-forth

• Follow the incident lifecycle end-to-end: from first contact through resolution and post-incident closure

SLA ownership & service stability

• Monitor open incidents against agreed SLAs and OLAs; flag risks early so the team can act before they become problems

• Keep a clear picture of service health and share it proactively with the Service Delivery Manager

• Collaborate on the continuous improvement of incident management processes — your operational view is valuable input

Reporting & data

• Configure and maintain KPI dashboards that give the client and internal leadership an accurate, current picture of service performance

• Produce regular operational reports — clean, accurate, and ready to share

• Use data to spot recurring issues, trends, and areas where the team can improve together

Stakeholder communication

• Be the main point of contact for end users: approachable, responsive, and calm under pressure

• Keep the client well informed throughout incident lifecycles — proactively, not reactively

• Connect engineers, business analysts, and client contacts with structure and consistent follow-through

This is not a box-ticking Apps Maintainance Technical support role. It’s about connecting people, creating clarity, and enabling progress without unnecessary complexity.

Your qualifications

MUST HAVE

• Solid working knowledge of ITIL-based incident management: triage, prioritisation, escalation, and closure

• Experience working alongside technical teams — comfortable communicating clearly with developers without being one yourself

• A track record of managing SLAs and knowing when and how to escalate

• Strong written and verbal communication: updates, reports, and client messages that are clear and well-structured

• Organised and detail-oriented — accurate logs, clean handoffs, nothing falling through the cracks

• Fluent English & Spanish level— our client environment is international.

NICE TO HAVE

• Familiarity with ITSM tooling — Jira Service Management, OpenText SMAX, ServiceNow, or similar

• Experience with KPI dashboarding tools — Looker, Power BI, or equivalent

• Background in application support or managed services

• ITIL Foundation certification or equivalent formal training

• Experience bridging non-technical users and engineering teams in an enterprise context

THE KIND OF PERSON WE WANT

Someone who enjoys being the connective tissue of a team, the person who makes sure nothing gets lost, everyone has what they need, and the client always knows where things stand. You're organised and thorough, but you also know that good communication and collaboration are what keep a service running well, not just good process.

You're comfortable working alongside technical people and curious enough to understand what they're doing, even if you're not writing the code. You communicate clearly, follow through, and bring a steady presence to situations that sometimes need one.

What we offer you

You will become part of our team located in beautiful Barcelona. While drawing on a strong and inspiring Trifork culture, you will have a unique opportunity to influence our set-up and help shape the profile and capabilities of our team in Barcelona.

You will become part of:

• A dynamic environment in a growing company

• A culture in which we prioritize close cooperation and sparring between teams

• A tribe of passionate colleagues and a strong sense of community

• An informal workplace with humor and social events

• A company that respects and values work life balance

The compensation package includes:

• Gross salary in the range of 30k€ - 35k€ based on experience and value contribution

• As a company that values human relations, we hold regular team building activities and after-work get togethers

• Extensive training opportunities with our team of experts as well as externally by participating in relevant conferences or hackathons.

• Healthy food, fruit, snacks and drinks in the office to spark your creativity

• 24 days of holiday a year

• Private health insurance & Public Transport cost to the office.

• Lunch when at the office

• Flexible working hours with the possibility to work remotely

• Must be based in or around Greater Barcelona Metropolitan Area