Service Manager

NN Digital Hub Iberia S.L.; Madrid; Híbrido; EUR 42.000 - 64.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Life insurance

Pension plan

Performance bonus

Descripción de la vacante

NN Digital Hub Iberia S.L. in Madrid is seeking a Service Manager to act as the main liaison between IT and business stakeholders. The role emphasizes service quality, stability, and continuous improvement through regular engagement and careful monitoring of service performance.

The ideal candidate will lead service reviews, oversee SLAs, and drive improvements. This position offers a hybrid work model and a strong focus on governance, reporting, and customer satisfaction.

Formación

• 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.

Responsabilidades

• Organize and lead regular service review meetings with customers and stakeholders.
• Monitor and follow up on SLAs, ensuring targets are met and actions taken when needed.
• Prepare and present service performance reports including SLA compliance and incident trends.
• Monitor delivery performance and report on velocity, throughput and backlog status.
• Act as primary contact for ITIL processes including Incident, Problem, Change and Service Request Management.
• Coordinate with delivery and support teams to resolve issues promptly and address customer concerns.
• Drive service improvement initiatives and ensure customer satisfaction through proactive communication.

Conocimientos

Stakeholder management

ITIL practices

Service management

Reporting

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

Service Manager The primary responsibility of the Service Manager is to act as the main point of contact between IT and the business stakeholders/customer. 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

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?

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.

Benefits of working for NN Group Netherlands

Continuous development – Your career progression matters. We support you with a wide range of learning opportunities and a generous training budget to help you reach your full potential.

Meaningful impact – At NN, we invest our time and expertise in making a meaningful difference – for people and the planet. Purpose-driven work is part of our DNA.

Work-life balance – Vitality is key. Our diverse health and well‑being offerings help you stay energised and balanced, both at work and beyond.

Diversity & Inclusion

Our approach to diversity and inclusion is simple. It is about embracing everyone. Our networks play a crucial role in achieving our D&I goals. They aim for meaningful change and create many opportunities to engage, connect and support colleagues. Everyone at NN can take an active part in multiple networks including NN Pride, NN Cultural Diversity Network, NN Young Professionals, Woman in Leadership Network and NN Neurodiversity network.

Top Employer

We are proud to be certified as a Top Employer for the 15th year in a row in 2026. The Top Employers Institute certificate recognizes organizations that consciously choose to put their employees first.

NN Netherlands is the head office of NN Group, a financial services group with over 180 years of history, helping people care for what matters most to them. We are committed to the financial, physical, and mental well‑being of our colleagues and customers – through our products, services, and meaningful advice.