Service Manager
eTeam UK
Madrid, ES
hace 6 días

Role : Service Manager

Location : Madrid, Spain

Role Type : Permanent

We are looking for and Service management and IT Process consultant.

You will work on implementing the service management framework and IT processes based on Client global defined frameworks and standardized processes like the Service agreements, Statement of services and Service Catalogue , intragroup contract framework and outsourcing policy process.

Next to that you establish reports on service performance.

Key tasks are :

  • Deliver the Service level management documentations based on the Client intragroup contracting framework and it's templates.
  • Describe the services delivered including service levels and that they adhere to the Client intragroup contracting framework
  • Set up the intragroup contracts
  • Organize and facilitate preparation of the Service Review Meetings with Service Recipient
  • Set up reporting to Manage and Measure the KPI, SLI, SLO on monthly basis
  • Define, Implement, Monitor and report IT Services and Processes metrics (process metrics, service level metrics, service portfolio performance metrics, organization performance metrics, compliance metrics)
  • Build management reporting following agreed standards, respecting service specifics
  • Maintain management reporting (incorporate improvements and agreed enhancements while keeping adherence to standard) with support of reporting specialist
  • Support teams in using management reporting
  • We are looking for a Consultant with :

  • Good communication
  • Presentation skills
  • Team player
  • Proactive and independent worker with can do attitude
  • Work experience : at least 3 years in an IT service level management role and at least 3 years in a managerial role, with in-depth understanding of banking environment, products and processes;
  • Knowledge of ITIL processes;
  • Experience in conducting service improvement programs i.e. to increase quality, effectiveness of changes, and time to market and reduce problems or incidents;
  • Project management skills and experience;
  • Structured planning and strong analytical skills; strong coordination skills;
  • Service Management service definition, service level definition, reporting and analysis
  • Analytical Skills, especially data analytics
  • Focus on details and delivery within agreed timelines is critical
  • Excellent oral and written English skills.
  • Ability to work on an international level.
  • The work location is Las Rozas de Madrid
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