Service Manager

Nn-Group; Madrid; On-site; EUR 55,000 - 70,000; Full time

Benefits offered by this job

Hybrid model

Home office allowance

Telework subsidies

Life insurance

Pension plan

Performance bonus

Free parking

Transport card

Wellness program

Job summary

NN Digital Hub, a subsidiary of NN Group in Madrid, Spain, is seeking a Service Manager to act as the primary bridge between IT and business stakeholders. You will ensure quality, stability, and continual improvement of IT services through regular engagement and performance monitoring.

Key responsibilities include leading service reviews, tracking SLAs, and delivering performance reports, while coordinating ITIL processes and driving service improvements in a hybrid work model.

Qualifications

• IITIL practices knowledge and experience are required.
• Experience in service management and reporting is essential.
• Strong stakeholder management and communication skills are needed.

Responsibilities

• 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 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 Improvement.
• Coordinate with delivery and support teams to resolve issues timely and address customer concerns.
• Drive service improvement initiatives and ensure customer satisfaction through proactive communication.
• Support governance activities, service reviews, audits, and operational reporting.

Skills

Stakeholder management

ITIL practices

Service management

Reporting

Communication

Job description

NN Digital Hub is a subsidiary company of NN Group located in Madrid, Spain.We deliver IT services and solutions for the different international Business Units.

Service Manager

The primary responsibility of the Service Manager is to act as the main point of contact between IT and the business stakeholders/customers. The role focuses on ensuring the quality, stability, and continuous improvement of IT services through regular engagement with customers and close monitoring of service performance..

Your Impact as Service Manager: What are you going to do

Key responsibilities include:

• Organizing and leading regular service review meetings with customers and stakeholders.
• Monitoring and following up on Service Level Agreements (SLAs), ensuring that agreed service targets are met and corrective actions are taken when necessary.
• Preparing and presenting service performance reports, including SLA compliance, incident trends, problem management, and service improvements.
• Monitoring delivery performance and reporting on key delivery metrics such as velocity, throughput, backlog status, and delivery predictability.
• Acting as the primary contact person for all ITIL-related processes, including Incident Management, Problem Management, Change Management, Service Request Management, and Continual Service Improvement.
• Coordinating with delivery and support teams to ensure timely resolution of service issues and customer concerns.
• Driving service improvement initiatives and ensuring customer satisfaction through proactive communication and stakeholder management.
• Supporting governance activities, service reviews, audits, and operational reporting.

What do we offer?

As part of our Employee Experience, we offer you a range of competitive benefits that are available to you in order to improve the physical, mental, and professional wellbeing of our workers. Among the benefits are:

• We work with a hybrid model
• Starting financial aid so you can equip your workspace at home
• Allowance and telework subventions
• Flexible working hours and 2 months of intensive working hours in summer so you can fully take advantage of your time
• We hire a life insurance and a pension plan for all our employees
• We establish objectives bonus as a performance reward
• You can get to the office as you please. We have a free parking lot for cars, motorbikes, electric cars with chargers, and bikes.
• Get to know our flexible retribution facilities such as transport card, nursery checks, health insurance with Sanitas, trainings…
• We care about people. That is why we are involved in society by facilitating volunteer actions and time to all our employees.
• We care about your wellbeing. We have a Wellness Program available.
• We are digital and we love technology. Also, every team works under agile methodology.

Who You Are:

• 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.

In Nationale-Nederlanden we are committed with diversity. We are proud to be an inclusive organization and we offer equal opportunities, regardless of race, cultural background, gender, gender identity, religion, national origin, age, disability, marital status, and sexual orientation. One of our core values is taking care of our employees so they can give their best within a respectful environment.