Service Manager

Nn-Group; Madrid; Híbrido; EUR 52.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid model

Starting financial aid for workspace

Transport card

Health insurance

Pension plan

Flexible working hours

Wellness Program

Volunteer actions

Descripción de la vacante

NN Digital Hub in Madrid is seeking a Service Manager to act as the main IT-business interface, ensuring quality, stability, and continuous improvement of IT services through regular engagement with customers and close monitoring of service performance.

You will organize service reviews, monitor SLAs, prepare performance reports, and drive service improvements while coordinating with delivery and support teams in a hybrid work environment.

Formación

• Experience in service management and reporting.
• Strong stakeholder management and communication skills.
• Solid understanding of ITIL practices.

Responsabilidades

• 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 (SLA compliance, trends, improvements).
• Track delivery performance metrics like velocity, throughput, backlog, and predictability.
• Act as primary contact for ITIL processes (Incident, Problem, Change, Service Request, CSI).
• Coordinate with delivery and support teams to resolve issues and address concerns.
• Drive service improvement initiatives and maintain proactive stakeholder communication.
• Support governance, service reviews, audits, and operational reporting.

Conocimientos

ITIL practices

Stakeholder management

Service management

Reporting

Communication skills

Descripción del empleo

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 ManagerThe 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 doKey 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 modelStarting financial aid so you can equip your workspace at homeAllowance and telework subventionsFlexible working hours and 2 months of intensive working hours in summer so you can fully take advantage of your timeWe hire a life insurance and a pension plan for all our employeesWe establish objectives bonus as a performance rewardYou 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.If you are a passionate and experienced Service Manager looking for an exciting opportunity to work in a dynamic and challenging environment, we encourage you to apply for this position. We are waiting for you!Please send your CVs in English language.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.