IT Service Manager: Stakeholder Lead & Service Improvement

NN Digital Hub Iberia S.L.; Madrid; Híbrido; EUR 42.000 - 64.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Life insurance

Pension plan

Performance bonus

Descripción de la vacante

NN Digital Hub Iberia S.L. in Madrid is seeking a Service Manager to act as the main liaison between IT and business stakeholders. The role emphasizes service quality, stability, and continuous improvement through regular engagement and careful monitoring of service performance.

The ideal candidate will lead service reviews, oversee SLAs, and drive improvements. This position offers a hybrid work model and a strong focus on governance, reporting, and customer satisfaction.

Formación

• Strong stakeholder management and communication skills.
• A 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 and follow up on SLAs, ensuring targets are met and actions taken when needed.
• Prepare and present service performance reports including SLA compliance and incident trends.
• Monitor delivery performance and report on velocity, throughput and backlog status.
• Act as primary contact for ITIL processes including Incident, Problem, Change and Service Request Management.
• Coordinate with delivery and support teams to resolve issues promptly and address customer concerns.
• Drive service improvement initiatives and ensure customer satisfaction through proactive communication.

Conocimientos

Stakeholder management

ITIL practices

Service management

Reporting

Descripción del empleo

NN Digital Hub Iberia S.L. in Madrid is seeking a Service Manager to act as the main liaison between IT and business stakeholders. The role emphasizes service quality, stability, and continuous improvement through regular engagement and careful monitoring of service performance.

The ideal candidate will lead service reviews, oversee SLAs, and drive improvements. This position offers a hybrid work model and a strong focus on governance, reporting, and customer satisfaction.