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 :
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