About this role: The Service Manager is the role that focuses on the continuity and proper execution of processes and services. They develop and communicate information associated with service delivery, monitor the fulfillment of KPIs, and propose process improvements. They lead and generate opportunities for improving process efficiency and team performance.
You will:
Management of operational metrics, including incidents, changes, risks, requirements, and customer support.Operational requirements management, prioritization, and escalations.Compliance with SLAs/SLOs.Incident management, facilitation, metric assurance, and reporting.Risk management, monitoring, and reporting.Governance, monitoring, and reporting of changes.Monitoring of tasks and projects associated with operations/infrastructures.Compliance management.Weekly and monthly reports (metrics).Languages: Spanish and Fluent English
What We Are Looking For:
3+ years of experience as a Service Manager or Delivery Lead.Experience working in technical operations.Knowledge of operational continuity, reporting, and metrics.ITIL +v3 (certification is ideal).Knowledge of processes (incidents, changes, requirements, problems, risks, etc.).Knowledge of JIRA Software and Jira Service Management.Operational and service knowledge.Advanced expertise in office tools and measurement tools.PowerBI.Python.SQL Server.Grafana.ISO 27001.About us: This is an exciting time to join JOTELULU and make a personal difference in the Cloud Computing team and playing a pivotal role in supporting our global expansion. JOTELULU is a European provider of cloud infrastructure and cloud services, with a clear offering to tech companies simplified and reliable cloud services, helping them be more competitive and scalable. Despite growing at a very fast pace, we are keen on promoting a healthy work-life balance. We are a remote-friendly company where people can manage their own time and ambitions, being able to find the right balance for those good and bad moments (that we know we all have) and not letting work be our burden but our passion.
How? By living our values (J.O.T.E.) on a day-to-day basis, such as:
Joy: people who feel happy and confident try new things and are better equipped to face challenges.Ownership: taking the initiative to deliver positive results, being accountable for the outcome of your actions.Trust: not only internally, through caring and appreciating our employees but also with our customers, being the core of our business.Effectiveness: which combined with intelligence, imagination, and knowledge leads to results.Our constant growth means that we are always looking for new colleagues.
What we offer:
Unlimited remote working: you can choose to work from home indefinitely or attend our Madrid headquarters whenever you feel like it.Competitive salary: fixed salary + variable.An environment free of bureaucracy and corporate constraints; a culture where your opinion is highly valued and appreciated.Flexibility: a great work-life balance.An opportunity for personal and professional growth, supported by high functioning teams and the exciting challenges that come with joining a company at the start of its growth trajectory.An inclusive and upbeat work environment: leave your suit behind... we're a t-shirt and converse kind of place! More importantly, our company culture promotes diversity and inclusion.The personality and opinions of each of our team members are important and valid, and we aim to offer all employees a safe environment where they can be themselves and thrive.Professional growth: up to €300 per year for training courses related to your role.Flexible compensation: you'll be able to include your monthly expenses in meals and transportation into your payroll.Health care: we have optional health insurance as flexible retribution.
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