IT Service Manager: Stakeholder & ITIL Lead (Hybrid)

Nationale-Nederlanden; Madrid; Híbrido; EUR 55.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Home workspace budget

Transport card

Nursery checks

Health insurance

Pension plan

Performance bonus

Free parking

Wellness program

Volunteer actions

Training opportunities

Descripción de la vacante

Nationale-Nederlanden in Madrid seeks a Service Manager to act as the main IT liaison with business stakeholders, ensuring quality, stability, and continuous improvement of IT services.

The role covers organizing service reviews, monitoring SLAs, preparing performance reports, and coordinating ITIL processes across delivery and support teams to drive improvements and meet customer expectations in a hybrid work environment.

Formación

• Strong stakeholder management and communication skills.
• Solid understanding of ITIL practices.
• Experience in service management and reporting.
• Ability to bridge business and IT teams effectively.

Responsabilidades

• Organize and lead regular service review meetings with customers and stakeholders.
• Monitor SLAs and ensure targets are met with corrective actions.
• 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 Service Improvement).
• Coordinate with delivery and support teams to resolve issues and address customer concerns.
• Drive service improvements and maintain proactive stakeholder communication.
• Support governance activities, service reviews, audits, and operational reporting.

Conocimientos

Stakeholder management

ITIL practices

Service management

Reporting

Communication

Business-IT alignment

Descripción del empleo

Nationale-Nederlanden in Madrid seeks a Service Manager to act as the main IT liaison with business stakeholders, ensuring quality, stability, and continuous improvement of IT services.

The role covers organizing service reviews, monitoring SLAs, preparing performance reports, and coordinating ITIL processes across delivery and support teams to drive improvements and meet customer expectations in a hybrid work environment.