JOB OVERVIEWThe Service Management Project Manager plays a crucial role in defining services and ensuring the smooth operation of applications.
Responsibilities include managing continuous improvement tasks, user support services and monitoring Service Desk KPIs.
He/ she also handles incidents requiring special attention, provides live feedback, and anticipates potential impacts on IT projects.
Furthermore, this role includes creating and overseeing project action plans, ensuring adherence to deadlines, quality standards, and budgets, and coordinating with non-direct collaborators.MAIN RESPONSIBILITIESDevelop and maintain the IT services catalogue and ensure communication to the user areas, carrying out communication campaigns from IT to the users.Define and monitor Service Level Agreements (SLAs) with service providers, ensuring compliance with contractual obligations.Ensure knowledge of processes and contacts for incident escalation and supervise and validate the necessary technical documentation.Monitor user service to review operations and optimize them; promote user surveys to detect and drive continuous improvement initiatives.Lead the second-level to ensure efficient resolution of IT requests and incidentsServe as the internal escalation point for high-priority incidents, claims, or user requests, directly engaging with affected users when necessary.Follow-up reporting and prepare the service budget.Manage the ticketing tool (ITSM).Develop the SLAs defined in the contracts with the different providersFoster strong relationships with vendors and functional teams, ensuring alignment and swift resolution of any service-related issues.Have visibility of the IT projects to anticipate impacts and dimensions of the service, validating the implementation of new functionalities to check if needs are met.CANDIDATE PROFILEAcademic Profile:Education: University's degree in Information Technology, Computer Science, Business Administration, or a related field.Languages:English -> Must-have -> AdvancedSpanish -> Must-have -> AdvancedAny other Cellnex language -> Valuable -> IntermediateSoftware Tools:ITMS Tools -> Must-have -> AdvancedITIL -> Valuable -> AdvancedRelevant Experience:Extensive experience in IT service management, project management, or a related role.Proven expertise in managing ITSM tools and applying ITIL methodologies.Experience in SLA definition and vendor management.Excellent problem-solving abilities and a proactive approach to issue resolution.Strong communication and stakeholder management skills.Ability to manage competing priorities in high-pressure environments.Please share your CV in English-----------------------------------------------------------------------------------About usBe part of a large and growing technology company that is redefining the future of telecoms.We are the European leader in telecommunications infrastructure and technological innovation, a company with strong geographic expansion and ambitious plans for sustainable global growth.We help people connect and interact with the world, working with passion, honesty and integrity.
We are united by our pride and conviction to make a positive impact on society.A world of professional opportunities.
Join a multidisciplinary team that is committed to constant innovation in each business area, pushing the limits and creating value for our stakeholders and society.We promote Equity, Diversity and Inclusion through inclusive leadership, fostering an environment where each and every one of us is appreciated for who we are, whatever our differences.#growingtogether