Service Manager - Tower Control

Econocom Servicios España; Madrid; Presencial; EUR 45.000 - 65.000; Jornada completa

Descripción de la vacante

Econocom Services España is seeking a Service Manager to lead a new system operations service in an AWS environment in Madrid. You will be the primary client contact, ensure SLA/OLA compliance, and guide service implementation and lifecycle improvements.

You will oversee resource management, incident analysis (RCA), and proactive reporting, while mentoring the Control Tower team and driving automation across monitoring tools and processes.

Formación

• 3 years of experience in Service Management.
• Experience in 24x7 infrastructure services.
• Fluent English (B2 level or higher).
• Experience with ITSM tools, especially ServiceNow.
• ITIL certification.
• Familiarity with monitoring tools, particularly Datadog.
• Knowledge of cloud platforms such as AWS, Azure, or Google Cloud.

Responsabilidades

• Being the main point of contact for the client regarding the service.
• Manage the compliance of the SLAs and OLAs.
• Lead the implementation of the service and the innovation through the service life cycle.
• Design and plan corrective actions whenever it becomes necessary.
• Manage the resources associated with the service.
• Conduct post-mortem analyses, identify root causes (RCA), and implement preventive measures.
• Monitor system performance in real time, ensuring compliance with service standards and quality metrics.
• Lead and mentor the Control Tower team, providing support and training to ensure optimal performance.
• Generate executive reports, maintain proactive communication, and manage service expectations.
• Oversee monitoring tools, encourage automation, and participate in the continuous improvement of technologies.
• Assess and manage risks, develop mitigation plans, and prepare for critical incidents

Conocimientos

Service management

24x7 infrastructure operations

Fluent English

Educación

ITIL certification

Herramientas

ServiceNow

Datadog

AWS

Azure

Google Cloud

Descripción del empleo

Are you looking for a new challenge in your career? Do you have experience in IT management in cloud environments? Econocom Services is looking for a Service Manager for a new service of system operations in an AWS environment. Your tasks will be:

• Being the main point of contact for the client regarding the service.
• Manage the compliance of the SLAs and OLAs.
• Lead the implementation of the service and the innovation through the service life cycle.
• Design and plan corrective actions whenever it becomes necessary.
• Manage the resources associated with the service.
• Conduct post-mortem analyses, identify root causes (RCA), and implement preventive measures.
• Monitor system performance in real time, ensuring compliance with service standards and quality metrics.
• Lead and mentor the Control Tower team, providing support and training to ensure optimal performance.
• Generate executive reports, maintain proactive communication, and manage service expectations.
• Oversee monitoring tools, encourage automation, and participate in the continuous improvement of technologies.
• Assess and manage risks, develop mitigation plans, and prepare for critical incidents

What we are looking for?

• 3 years of experience in Service Management.
• Previous experience in 24x7 infrastructure services
• Fluent English (B2 level or higher).
• Experience with ITSM tools, especially ServiceNow.
• ITIL certification.
• Familiarity with monitoring tools, particularly Datadog.
• Knowledge of cloud platforms such as AWS, Azure, or Google Cloud.

What we can offer?

• Contract Type: Permanent.
• Location: Madrid.
• Training Plan and Career Development Opportunities.