IT Service Manager — Global Ops & Incident Lead

Volkswagen Group Services Valencia; España; 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

Monthly Extra Allowances

VW Group and Partnership Brands Disocú

Descripción de la vacante

Volkswagen Group Services Valencia seeks an IT Service Manager to join its IT Operations Hub for Iberia and global VW Group projects. You will own end-to-end operational governance of a Level 2 IT Support service and coordinate cross-functional teams across product, engineering and finance.

English is the primary working language; the role requires strong ITIL/Incident governance, JIRA/Confluence management, and KPI reporting.

Formación

• Strong experience in IT Service Management in complex enterprise environments.
• Solid understanding of Incident, Problem and Change Management.
• Experience in service governance, SLA management and escalation processes.
• Advanced experience with JIRA & Confluence.
• Experience defining KPIs and producing operational/management reporting.
• Strong ownership mindset for service stability, governance and cost control.

Responsabilidades

• Own and operate the Central Incident Board and SLA tracking.
• Govern operational JIRA boards and ensure alignment with tooling.
• Ensure proper incident qualification, prioritization and escalation across L1/L2/L3.
• Coordinate Major Incident handling when required.
• Define and maintain audit-compliant operational processes.
• Drive Shift-Left governance through Knowledge Transfer between L3/Product and L1/L2.
• Prepare and follow up on Joint Governance Boards.
• Act as main operational Single Point of Contact for service topics.
• Coordinate service topics across product, support and platform teams.
• Track actions, decisions, escalations and dependencies.
• Align governance with OKR/PI planning cycles.
• Support evolution of the service operating model.
• Own Monthly Operations Reviews and service-performance reporting.
• Define, monitor and report relevant service KPIs.
• Consolidate data from support/product/reporting sources.
• Provide trend analysis and management insights.
• Coordinate AWS QuickSight experts when required.

Conocimientos

IT Service Management

Incident Management

Change Management

Service Governance

JIRA & Confluence

Stakeholder Management

English Language

Educación

University BS Degree in IT/CS/Engineering/Business

ITIL Certification

Scrum/Agile Certifications

SAFe Certification

AWS Certification

Herramientas

JIRA

Confluence

AWS

AWS QuickSight

Descripción del empleo

Volkswagen Group Services Valencia seeks an IT Service Manager to join its IT Operations Hub for Iberia and global VW Group projects. You will own end-to-end operational governance of a Level 2 IT Support service and coordinate cross-functional teams across product, engineering and finance.

English is the primary working language; the role requires strong ITIL/Incident governance, JIRA/Confluence management, and KPI reporting.