Primary Purpose: The IT Service Manager is responsible for ensuring the streamlined operation of the IT Department in alignment with the business objectives of the organization. This role exists to oversee and coordinate the information technology services provided to the company, ensuring efficiency, reliability, and value creation.
Key Activities: Develop and implement IT service management strategies aligned with company goals. Manage the IT service support and service delivery teams to ensure SLA compliance and high-quality customer service. Oversee the IT service catalog, ensuring all services are delivered effectively and efficiently. Conduct regular service reviews, audits, and assessments to identify areas for improvement. Key Roles Responsibilities and Accountabilities: Service Strategy & Design: Define and refine IT services, ensuring they support the strategic needs of the business. Service Transition: Manage changes to the IT service infrastructure, including new service rollouts and modifications. Service Operation: Ensure continuous service delivery, manage incidents and problems, and maintain high service availability. Continuous Improvement: Implement processes for continual service improvement, leveraging feedback and performance data. Stakeholder Management: Act as the primary liaison between IT and other departments, ensuring clear communication and understanding of IT service-related matters. Budget Management: Oversee the IT service budget, ensuring cost-effectiveness and ROI on IT services. Job Requirements and Qualifications: Location: Spain (Madrid)
Education: Bachelor's degree in Information Technology, Computer Science, or related field.
Experience: Minimum of 5 years of experience in IT service management in a multi-supplier/vendor environment.
Technology: Experience in using ServiceNow ITSM and CSDM (Common Service Data Model) advantageous. Experience in the use of PowerBI to present dynamic, powerful visualizations to support key responsibilities of the role.
Certifications: Minimum of ITIL v3 Foundation a necessity, ITIL v4 Foundation certification is preferred.
Skills: Strong leadership and decision-making skills. Excellent communication and interpersonal skills. Proficient in IT service management software and tools. Ability to manage multiple tasks and priorities. Personal Attributes: Proactive and results-oriented. Strong analytical and problem-solving abilities. Customer-focused mindset. Language Skills: English fluent almost native is a must.
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