IT Service Manager — ITIL & Stakeholder Lead

NN Group; Madrid; Hybrid; EUR 55,000 - 70,000; Full time

Benefits offered by this job

Hybrid model

Home office allowance

Telework subsidies

Life insurance

Pension plan

Performance bonus

Free parking

Transport card

Wellness program

Job summary

NN Digital Hub, a subsidiary of NN Group in Madrid, Spain, is seeking a Service Manager to act as the primary bridge between IT and business stakeholders. You will ensure quality, stability, and continual improvement of IT services through regular engagement and performance monitoring.

Key responsibilities include leading service reviews, tracking SLAs, and delivering performance reports, while coordinating ITIL processes and driving service improvements in a hybrid work model.

Qualifications

• IITIL practices knowledge and experience are required.
• Experience in service management and reporting is essential.
• Strong stakeholder management and communication skills are needed.

Responsibilities

• Organize and lead regular service review meetings with customers and stakeholders.
• Monitor SLAs and ensure targets are met with corrective actions when needed.
• Prepare and present service performance reports including SLA compliance and incident trends.
• Monitor delivery performance with metrics like velocity, throughput, backlog, and predictability.
• Act as primary contact for ITIL processes: Incident, Problem, Change, Service Request, and Continual Improvement.
• Coordinate with delivery and support teams to resolve issues timely and address customer concerns.
• Drive service improvement initiatives and ensure customer satisfaction through proactive communication.
• Support governance activities, service reviews, audits, and operational reporting.

Skills

Stakeholder management

ITIL practices

Service management

Reporting

Communication

Job description

NN Digital Hub, a subsidiary of NN Group in Madrid, Spain, is seeking a Service Manager to act as the primary bridge between IT and business stakeholders. You will ensure quality, stability, and continual improvement of IT services through regular engagement and performance monitoring.

Key responsibilities include leading service reviews, tracking SLAs, and delivering performance reports, while coordinating ITIL processes and driving service improvements in a hybrid work model.