Service Manager

Nationale-Nederlanden; Madrid; Híbrido; EUR 55.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Home workspace budget

Transport card

Nursery checks

Health insurance

Pension plan

Performance bonus

Free parking

Wellness program

Volunteer actions

Training opportunities

Descripción de la vacante

Nationale-Nederlanden in Madrid seeks a Service Manager to act as the main IT liaison with business stakeholders, ensuring quality, stability, and continuous improvement of IT services.

The role covers organizing service reviews, monitoring SLAs, preparing performance reports, and coordinating ITIL processes across delivery and support teams to drive improvements and meet customer expectations in a hybrid work environment.

Formación

• Strong stakeholder management and communication skills.
• 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 SLAs and ensure targets are met with corrective actions.
• 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 Service Improvement).
• Coordinate with delivery and support teams to resolve issues and address customer concerns.
• Drive service improvements and maintain proactive stakeholder communication.
• Support governance activities, service reviews, audits, and operational reporting.

Conocimientos

Stakeholder management

ITIL practices

Service management

Reporting

Communication

Business-IT alignment

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 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:

Key Responsibilities

• 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?

Benefits

• 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.