IT Service Manager — Stakeholder & ITIL Lead

Nn-Group; Madrid; Híbrido; EUR 52.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid model

Starting financial aid for workspace

Transport card

Health insurance

Pension plan

Flexible working hours

Wellness Program

Volunteer actions

Descripción de la vacante

NN Digital Hub in Madrid is seeking a Service Manager to act as the main IT-business interface, ensuring quality, stability, and continuous improvement of IT services through regular engagement with customers and close monitoring of service performance.

You will organize service reviews, monitor SLAs, prepare performance reports, and drive service improvements while coordinating with delivery and support teams in a hybrid work environment.

Formación

• Experience in service management and reporting.
• Strong stakeholder management and communication skills.
• Solid understanding of ITIL practices.

Responsabilidades

• 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 (SLA compliance, trends, improvements).
• Track delivery performance metrics like velocity, throughput, backlog, and predictability.
• Act as primary contact for ITIL processes (Incident, Problem, Change, Service Request, CSI).
• Coordinate with delivery and support teams to resolve issues and address concerns.
• Drive service improvement initiatives and maintain proactive stakeholder communication.
• Support governance, service reviews, audits, and operational reporting.

Conocimientos

ITIL practices

Stakeholder management

Service management

Reporting

Communication skills

Descripción del empleo

NN Digital Hub in Madrid is seeking a Service Manager to act as the main IT-business interface, ensuring quality, stability, and continuous improvement of IT services through regular engagement with customers and close monitoring of service performance.

You will organize service reviews, monitor SLAs, prepare performance reports, and drive service improvements while coordinating with delivery and support teams in a hybrid work environment.