Global IT Service Manager, Level 2 Support - Hybrid

Volkswagen Group; Valencia; Híbrido; EUR 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid Work Model

Home Office Equipment Support

Flex Work Schedule

International Remote Work Policy

Career Development Trainings

Monthly Extra Allowances

VW Group and Partnership Brands Discs

Employee Support Program

Descripción de la vacante

Volkswagen Group Services is seeking an IT Service Manager to join their IT Operations Hub for projects in Valencia and Iberia. The role focuses on end-to-end operational governance, service performance, incident management and continuous improvement of Level 2 IT support services.

The position is based in Iberia with an international environment and English as the primary working language. You will coordinate governance boards, own incident boards, manage KPIs, and support budgeting and

Formación

• Experience in IT Service Management in complex enterprise environments.
• Strong knowledge of Incident, Problem and Change Management.
• Experience with SLA management and escalation processes.
• Advanced experience with JIRA & Confluence.
• Experience defining KPIs and producing operational / management reporting.
• Understanding contracts, budgets and financial steering.
• Experience with charging models or invoicing is valuable.
• Experience coordinating distributed and international teams.
• Experience in service transition and Knowledge Transfer activities.

Responsabilidades

• Incident & Operations Management across L1/L2/L3 with escalation handling.
• Service Governance including Joint Governance Boards and SPOC for service topics.
• Reporting & Dashboards: monthly reviews and KPI reporting.
• Financial & Contract Governance: budgeting, invoicing and cost control.
• Tooling & Access Management: ensure governance, onboarding and access controls.

Conocimientos

IT Service Management

Incident Management

SLA management

JIRA

Confluence

Stakeholder management

Leadership

Communication

Problem solving

Educación

University BS Degree in Information Technology, Computer Science, Engineering, Business oriented or related field

ITIL certification

Scrum / Agile certifications

SAFE Certification

AWS Certification

Herramientas

AWS

AWS QuickSight

JIRA

Confluence

ITSM / ticketing platforms

Reporting / dashboarding tools

Access Management tools

Descripción del empleo

Volkswagen Group Services is seeking an IT Service Manager to join their IT Operations Hub for projects in Valencia and Iberia. The role focuses on end-to-end operational governance, service performance, incident management and continuous improvement of Level 2 IT support services.

The position is based in Iberia with an international environment and English as the primary working language. You will coordinate governance boards, own incident boards, manage KPIs, and support budgeting and