IT Service Manager

Empresa Confidencial; Barcelona; Híbrido; EUR 70.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Permanent contract

Meal vouchers

Smart working budget

Microsoft certifications

Referral bonus

23 days vacation

Corporate events

Benefits platform

Healthy meals (Barcelona)

Descripción de la vacante

Empresaconfidencial is seeking an IT Service Manager to lead the IT Managed Services team in a hybrid setup, coordinating workloads and ensuring service stability across multi-client accounts. The role requires strong English communication for international clients and a proactive approach to risk and process improvements.

You will oversee KPIs, escalations, and service reviews, while collaborating with internal teams to maintain high-quality service delivery.

Formación

• Minimum 3 years in IT Service Management or similar roles.
• Proven ability to lead technical teams from an operational perspective.
• Experience managing SLAs and KPIs in multi-client environments.
• Experience leading service review meetings with clients.
• Fluent English (C1+); able to write service reports in English for international clients.

Responsabilidades

• Lead the operational management of the IT Managed Services team.
• Ensure service stability, internal organization and workload coordination.
• Monitor technicians' performance, backlog and priorities.
• Track KPIs (SLAs, incidents) and uphold delivery standards.
• Identify operational risks and implement corrective actions.
• Coordinate with internal departments involved in service delivery.
• Maintain and improve service documentation and procedures.
• Lead regular service reviews with clients in English and manage escalations.
• Report status, risks and improvements to the IT Manager.

Conocimientos

IT Service Management

Team leadership

SLA & KPI management

Service reviews

English communication

Herramientas

Jira

Zendesk

ServiceNow

Descripción del empleo

Are you passionate about technological innovation and digital transformation?

We are an international technology consulting company specializing in digital transformation, IT solutions and process automation within Microsoft environments.

With a team of over 330 professionals across several European and Latin American countries, we are a results-driven organization built around autonomy, accountability and an entrepreneurial mindset. With more than 20 years of experience, we foster a collaborative and innovative culture based on trust, continuous learning and teamwork.

The Role

We are looking for an IT Service Manager to join our team and lead the operational management of our IT Managed Services team.

The primary responsibilities include:

• Leading the operational management of the IT Managed Services team.
• Ensuring service stability, internal organization and effective workload coordination.
• Following up on technicians' performance and priorities.
• Monitoring service KPIs (SLAs, backlog, critical incidents) and ensuring consistent delivery standards.
• Identifying operational risks and proposing corrective or improvement actions.
• Coordinating with internal departments involved in service delivery when required.
• Maintaining and continuously improving service documentation and operational procedures.
• Leading regular service review meetings with clients, conducted in English for international accounts, and managing escalations with English-speaking stakeholders.
• Reporting operational status, risks and improvement areas to the IT Manager.

If you are motivated to make an impact within a high-performing team and a positive work environment, we would love to hear from you.

What We're Looking For

Mandatory Requirements

• Minimum 3 years of experience in IT Service Management or similar roles.
• Proven experience leading technical teams from an operational perspective (workload management, performance follow-up and coordination).
• Experience managing SLAs and service KPIs in multi-client environments.
• Experience leading service review meetings with clients.
• Fluent English (C1 or above). You will regularly lead service reviews, handle escalations and write service reports in English with international clients.

Nice to Have

• ITIL knowledge or certification.
• Experience in Microsoft 365 environments.
• Experience with ticketing tools such as Jira, Zendesk or ServiceNow.

Please note that part of the interview process will be conducted in English.

What We Offer

• Permanent contract from day one.
• Ticket restaurant to support your daily expenses.
• Smart working budget for IT and technological equipment, ensuring an optimal remote setup.
• Official Microsoft certifications to support your professional growth.
• Referral reward program — recommend talent and receive a bonus.
• 23 working days of paid vacation per year.
• Corporate events to strengthen team connections.
• Access to an employee benefits platform.
• Healthy meal options when working from the Barcelona office.
• Access to internal webinars, professional development sessions and employee wellbeing initiatives.

Our Commitment

We are committed to attracting and developing top talent regardless of gender, age, ethnicity, religion, sexual orientation or any other personal characteristic.

We promote a respectful, inclusive workplace free from discrimination, actively fostering professional growth and equal opportunities in recruitment, training and career development.

Join our team and be part of the journey.