Service Manager

msg insur:it Iberia; Madrid; Híbrido; EUR 55.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Workplace flexibility

Flexible working hours

Challenging projects

Agile and cross-functional teams

Flat management hierarchy

Opportunities to grow

Descripción de la vacante

msg insur:it Iberia is seeking a Service Manager to own the transition from implementation to maintenance across multiple customer projects, ensuring clear scope, SLAs, and a capable team.

You will lead day-to-day service operations, coordinate a cross-country support group, drive improvements, and partner with project managers and finance to keep maintenance commercially sound. Hybrid role based in Madrid.

Formación

• Proven experience in service or support management in software or IT services across multiple customers.
• Experience leading or coordinating a team or a clear willingness to take that step.
• Familiarity with ITIL practices applied in practice, not just as a certificate.
• Confident in front of customers and in challenging conversations.
• Comfort with service-management tooling and the metrics it generates.

Responsabilidades

• Take care of the handover from implementation to maintenance: acceptance criteria, runbooks, knowledge transfer, the support model, and responsibilities.
• Ensure maintenance scope, service levels, volumes and exclusions are agreed with the customer before go-live.
• Manage day-to-day service operations: incident and request flow, priorities, escalations, and communications to customers.
• Lead the support team day-to-day: allocation of work, removing blockers, and providing clear context for decisions.
• Help the team grow: share knowledge, give actionable feedback, and create opportunities for colleagues to take on new tasks.
• Hold regular service reviews with customers and be the go-to person for attention requests.
• Monitor service health and translate insights into concrete improvements.
• Collaborate with project managers, developers, and finance to keep the maintenance business sound.

Conocimientos

Service management

Team leadership

ITIL familiarity

Customer communication

Incident management

Herramientas

Ticketing systems

Descripción del empleo

We are looking for a Service Manager to take care of the life our projects have after go-live and of the team behind it.

Several of our customer projects are moving from implementation into maintenance, and today that run phase is absorbed by the same people who built the solution. This is a key role for someone who can give it a proper home. You will look after support across our customers, genuinely cross-customer, not one embedded account, making sure every service has a clear scope, agreed service levels, and a team that knows what good looks like. You will also be the person the support team turns to: a small group whose week you help shape, whose blockers you clear, and whose work you know well enough to step into when it matters.

If you enjoy bringing calm and structure to support work, seeing colleagues grow into work that is new to them, talking to customers when things are not perfect, and improving a process a little every week, you will thrive in our collaborative, multi-disciplinary delivery team.

As a Member Of Our Team You Will

• Take care of the handover from implementation to maintenance: acceptance criteria, runbooks, knowledge transfer, the support model, and who looks after what.
• Make sure maintenance scope, service levels, volumes and exclusions are agreed with the customer before go-live rather than after.
• Run the service day to day - incident and request flow, priorities, escalations, and communication that keeps customers informed.
• Lead the support team day to day - agreeing together who picks up what, keeping the workload sensible, clearing what gets in the way, and giving people the context to make their own calls.
• Help the team grow: share what you know, give feedback people can act on, and make room for colleagues to take on work they have not done before.
• Hold regular service reviews with customers and be the person they call when something needs attention.
• Watch the health of each service - recurring incidents, backlog, effort spent - and turn what you see into concrete improvements.
• Work closely with project managers, developers and our finance colleagues so that the commercial side of maintenance stays sound: change requests, additional work, renewals.

What We Expect From You

• Proven experience in service or support management in software or IT services, across more than one customer.
• Some experience of leading or coordinating a team, or a real wish to take that step with our support. How you bring people with you matters more to us than how long you have held the title.
• Familiarity with ITIL practices applied in practice rather than held as a certificate.
• Confidence in front of customers, including in the conversations nobody enjoys.
• Comfort with ticketing and service-management tooling, and with the numbers that come out of it.
• Strong organisation, clear communication, and the habit of following through.
• Team-oriented mindset and the ability to work across functions and countries.
• Fluent Spanish and fluent English are a must - both are used every day.
• Based in Madrid or surrounding areas is ideal. The role is hybrid, with the flexibility we all work with.

What We Offer

• Workplace flexibility.
• Flexible working hours.
• Challenging projects.
• Agile and cross-functional teams.
• Flat management hierarchy.
• Opportunities to grow on a personal and professional level.

At msg, we value curiosity, clarity, and collaboration. You will join a team that embraces continuous improvement and works in close partnership with clients to bring meaningful change to their operations. If you are excited about making an impact and growing alongside a supportive team, we would love to hear from you.