IT Service Manager

ALTEN; Barcelona; Híbrido; EUR 70.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

International environment

Descripción de la vacante

ALTEN is seeking an experienced IT Service Manager to lead governance, performance, and improvement of IT services within an international environment. This hybrid Barcelona-based role focuses on reliable, efficient service delivery aligned to business goals.

You will drive ITSM processes, manage major incidents, and collaborate with cross-functional teams to optimize operations and automate workflows.

Formación

• Master's degree in Information Systems, Computer Science, Engineering, or related field.
• Minimum 7 years in IT, including IT Service Management/IT Operations.
• Experience designing and managing ITSM frameworks in complex environments.
• Strong experience managing major incidents and crisis situations.
• Solid knowledge of ITIL best practices and service governance methodologies.
• Experience managing vendors and distributed teams.
• Strong analytical skills with KPI and performance management.
• Excellent communication and stakeholder management skills.
• English proficiency is mandatory.
• Spanish, French, or Italian is an advantage.

Responsabilidades

• Define, implement and continuously improve ITSM processes (Incident, Problem, Change, Request, Asset, Knowledge, Configuration).
• Establish and monitor service KPIs and OKRs; deliver regular performance reports.
• Design and govern end-to-end support models with internal and external providers.
• Maintain service catalogues, SLAs, and OLAs; ensure clear ownership and documentation.
• Own Change Management, lead major incidents and crisis communications, and perform post-incident reviews.
• Define and manage Software Asset Management, ensure license compliance and cost optimization.
• Collaborate with Procurement, Finance and Legal on governance and contracts; drive automation.
• Promote operational excellence and data-driven decision making; partner with Infrastructure, Security, and Applications teams.

Conocimientos

English proficiency

Stakeholder management

Analytical skills

Vendor management

Leadership

Educación

Master's degree in Information Systems/CS/Engineering

Herramientas

ITIL

ITSM tooling

Descripción del empleo

ALTEN is looking for an experienced IT Service Manager to lead the governance, performance, and continuous improvement of IT services within an international environment.

This role is essential in ensuring that IT services are reliable, efficient, measurable, and aligned with business objectives. The successful candidate will drive service management excellence, oversee operational performance, manage major incidents, and foster a culture of continuous improvement and automation.

Key Responsibilities

IT Service Governance & Performance

• Define, implement, and continuously improve IT Service Management processes, including Incident, Problem, Change, Request, Asset, Knowledge, and Configuration Management.
• Establish and monitor service KPIs and OKRs.
• Deliver regular service performance reporting to management and stakeholders.
• Ensure IT services remain aligned with business priorities and user expectations.

Service Design & Support Management

• Design and govern end-to-end support models across internal teams and external providers.
• Define and maintain service catalogues, SLAs, and OLAs.
• Ensure clear service ownership, escalation paths, and operational documentation.
• Drive continuous improvements in user experience and service delivery.

Incident, Change & Crisis Management

• Own and govern Change Management processes.
• Lead major incidents and crisis situations, ensuring effective communication and resolution.
• Conduct post-incident reviews and implement corrective and preventive actions.
• Provide structured leadership in high-pressure situations.

Software Asset Management & Compliance

• Define and manage Software Asset Management practices.
• Ensure software license compliance and cost optimization.
• Collaborate with Procurement, Finance, and Legal teams on software governance and contracts.
• Identify and implement automation opportunities across IT operations and support processes.
• Promote operational excellence and data-driven decision making.
• Improve service quality while reducing manual effort and operational complexity.
• Act as a trusted partner for business stakeholders.
• Manage relationships with external service providers.
• Collaborate closely with Infrastructure, Security, and Application teams to ensure service consistency and quality.

Requirements

• Master's degree in Information Systems, Computer Science, Engineering, or a related field.
• Minimum 7 years of experience in IT, including significant experience in IT Service Management or IT Operations.
• Proven experience designing and managing ITSM frameworks in complex environments.
• Strong experience managing major incidents and crisis situations.
• Solid knowledge of ITIL best practices and service governance methodologies.
• Experience managing vendors and distributed teams.
• Strong analytical skills with expertise in KPI and performance management.
• Excellent communication and stakeholder management skills.
• English proficiency is mandatory.
• Spanish, French, or Italian is considered an advantage.

What We Offer

• The opportunity to play a key role in shaping and improving IT services at an international level.
• A collaborative and dynamic environment focused on operational excellence and innovation.
• Exposure to complex IT ecosystems and strategic initiatives.
• Hybrid working model based in Barcelona.

If you are passionate about service excellence, operational governance, and leading continuous improvement initiatives in a global environment, we would be delighted to hear from you.