Service Continuity Manager

beBeeServiceContinuity; Barcelona; Presencial; EUR 69.000 - 93.000; Jornada completa

Descripción de la vacante

A technology service company based in Barcelona is seeking a Service Continuity Manager to ensure swift restoration of IT services following incidents. The ideal candidate will have a Bachelor's degree in IT, over 5 years of experience in incident management, and skills in communication and problem-solving. This role focuses on maintaining service quality and driving continuous improvement in a dynamic environment.

Formación

• Minimum 5 years of experience in Incident and Major Incident Management.
• Strong understanding of IT infrastructure, network, and applications.

Responsabilidades

• Monitoring service performance metrics to identify potential issues.
• Analyzing performance data to identify trends and areas for improvement.
• Ensuring incidents are properly logged, categorized, prioritized, and assigned.
• Monitoring incident queues and timely resolution according to SLAs.
• Ensuring resolution of service performance degradation and issues.
• Handling complaints effectively and promptly.
• Identifying opportunities for service improvement and implementing initiatives.
• Preparing and presenting regular reports on service performance and incidents.

Conocimientos

Analytical

Excellent communication

Problem-solving

Customer focus

Leadership

Adaptability

Educación

Bachelor's degree in Information Technology or related field

Descripción del empleo

Overview

Job Title: Service Continuity Manager

The role of a Service Continuity Manager is crucial in ensuring that IT services are restored quickly and efficiently following an incident, minimizing business impact and maintaining high customer satisfaction.

This position requires close collaboration with process owners to uphold service quality, drive continuous improvement, and maintain compliance with ITSM standards.

Responsibilities

• Monitoring service performance metrics to identify potential issues
• Analyzing performance data to identify trends and areas for improvement
• Ensuring incidents are properly logged, categorized, prioritized, and assigned
• Monitoring incident queues and timely resolution according to SLAs

In addition, the Service Continuity Manager will:

• Ensure resolution of service performance degradation and issues
• Handle complaints effectively and promptly
• Identify opportunities for service improvement and implement initiatives
• Prepare and present regular reports on service performance and incidents

Qualifications

To be successful in this role, you will require a Bachelor's degree in Information Technology or a related field, minimum 5 years of experience in Incident and Major Incident Management, and strong understanding of IT infrastructure, network, and applications.

Requirements

• Analytical
• Excellent communication
• Problem-solving
• Customer focus
• Leadership
• Adaptability