IT Service Management

rindus; Madrid; Presencial; EUR 45.000 - 65.000; Jornada completa

Descripción de la vacante

A leading IT services company in Madrid is looking for a motivated IT Service Management professional. You will oversee the design and optimization of IT support processes to ensure efficiency and reliability. Responsibilities include managing service providers, monitoring performance, and collaborating across teams. The ideal candidate has over 3 years in IT service management, is fluent in German and English, and has strong skills in Jira and Confluence. This position promises a dynamic environment with opportunities for innovation and continuous improvement.

Formación

• 3+ years of experience in IT service management or a similar role.
• Strong understanding of IT service management frameworks (e.g., ITIL).
• Fluent in German and English (written and spoken) – both are mandatory.

Responsabilidades

• Design and optimise IT service and support processes.
• Coordinate with multiple service providers and manage SLAs.
• Drive continuous improvement by identifying inefficiencies.

Conocimientos

IT service management

Stakeholder management

Communication skills

Analytical thinking

Educación

University degree in technical, economic or related disciplines

Herramientas

Jira

Confluence

Descripción del empleo

About the Role

We seek a highly motivated IT Service Management to join our team and take ownership of designing, organising, and optimising IT support and service processes end‑to‑end. This role is key to ensuring that services are reliable, efficient, and well‑aligned with business needs. You'll work cross‑functionally with service providers, internal stakeholders, and project teams to drive service quality, innovation, and satisfaction.

Key Responsibilities

• Design and optimise end‑to‑end IT service and support processes, including stakeholder alignment and documentation.
• Coordinate and manage multiple service providers and ensure adherence to SLAs and quality standards.
• Monitor and report on service performance; prepare regular reports and presentations for internal and external stakeholders.
• Drive continuous improvement by identifying process inefficiencies and implementing corrective actions.
• Support the team lead with contract management and vendor negotiations.
• Act as the interface between technical experts and service agents to foster collaboration and service excellence.
• Collaborate as a key member of project teams during IT service rollouts and transformations.
• Handle escalation processes professionally and ensure resolution pathways are followed.
• Maintain a high level of customer satisfaction through proactive service delivery and communication.

Qualifications

• A university degree in technical, economic or related disciplines.
• 3+ years of experience in IT service management or a similar role.
• Strong understanding of IT service management frameworks (e.g., ITIL) and service quality assurance.
• Strong experience with Jira, Confluence.
• Excellent communication skills, with the ability to manage diverse stakeholders and teams.
• Fluent in German and English (written and spoken) — both are mandatory.
• Proven skills in negotiation and conflict resolution.
• Strong analytical thinking and solution‑oriented mindset.