Observability Service Manager - SLA-Driven Global Ops Lead

DXC Technology Company; España; Presencial; EUR 75.000 - 95.000; Jornada completa

Descripción de la vacante

DXC Technology in Spain seeks an Observability Manager to lead end-to-end delivery of monitoring services (network, devices and platform). You will ensure SLA/KPI compliance, coordinate across the Service Desk and L2/L3 teams, and drive continuous improvement.

You will oversee global operations, staffing, shifts and client governance while aligning with the Nexthink proposal. Role requires IT operations leadership, ITIL knowledge, and experience managing NOC services under SLA.

Formación

• Degree in Computer Science/Telecommunications or equivalent experience.
• ITIL knowledge (incidents, problems, changes).
• Spanish and English language proficiency.
• Experience managing IT operations, monitoring or NOC services under SLA.
• Knowledge of ITIL (incidents, problems, changes), ServiceNow and monitoring tools.
• Governance and reporting skills with clients.
• Data analysis skills.

Responsabilidades

• Oversee global supervision of the service and team.
• Prioritize incidents and manage mass alarm handling.
• Track SLAs and KPIs, including proactivity, MTTD and MTTR metrics.
• Review daily and weekly reports and present results to the client.
• Coordinate with business areas, Service Desk, L2/L3 technical teams, field technicians and providers.
• Validate continuous improvement actions such as thresholds, correlation, coverage and automation.
• Drive the commitments of the Nexthink proposal and agree KPIs with the client.
• Lead the service transition and knowledge transfer from the outgoing provider.
• Manage staffing, shifts and service coverage.
• Govern SLA compliance, escalations and continuous improvement with the client.

Conocimientos

Leadership

ITIL knowledge

Data analysis

Client governance

Communication

SLA management

Decision making

Educación

Degree in Computer Science/Telecommunications

Herramientas

ServiceNow

Nexthink

Monitoring tools

Descripción del empleo

DXC Technology in Spain seeks an Observability Manager to lead end-to-end delivery of monitoring services (network, devices and platform). You will ensure SLA/KPI compliance, coordinate across the Service Desk and L2/L3 teams, and drive continuous improvement.

You will oversee global operations, staffing, shifts and client governance while aligning with the Nexthink proposal. Role requires IT operations leadership, ITIL knowledge, and experience managing NOC services under SLA.