IT Service Manager

JR Spain; Madrid; Presencial; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A dynamic company is looking for an IT Service Manager to join their Madrid team. The successful candidate will be responsible for designing, organizing, and optimizing IT service processes to ensure quality and efficiency. With a strong background in IT service management frameworks and fluency in both German and English, the role requires excellent communication and negotiation skills. This is an opportunity to drive service innovations while collaborating across functions and enhancing overall customer satisfaction.

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.

Responsabilidades

• Design and optimise end-to-end IT service and support processes.
• Coordinate and manage multiple service providers.
• Drive continuous improvement and handle escalation processes.

Conocimientos

IT Service Management

Negotiation Skills

Analytical Thinking

Stakeholder Management

Problem-Solving

Educación

University degree in technical or economic disciplines

Descripción del empleo

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About the Role

We seek a highly motivated IT Service Manager 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.

What you bring

• 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.
• 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.