Service Office Manager (PMO)

We are looking for a person with the capacity to understand the service globally, organize information, detect deviations, and ensure that different teams work in a coordinated manner.

• Experience in PMO, Service Management, IT service management, or operations coordination.
• Experience working with KPIs, SLAs, OLAs, and service metrics.
• Ability to communicate with clients and different levels of the organization.
• Experience coordinating technical teams or providers, even without hierarchical dependency.
• Analytical skills and results orientation.
• Good communication, organization, and priority management skills.
• Experience in preparing reporting, dashboards, and executive presentations.
• Ability to identify problems and convert them into concrete action plans.

We will particularly value:

• Knowledge of service management methodologies such as ITIL and/or project management methodologies will be valued.

• Joining a technological and service environment with high-impact projects.
• Hybrid work model in Madrid, located in the Conde de Venadito area.
• A position with a transversal vision and direct contact with the client, technical teams, and business managers.
• Possibility to participate in the evolution and improvement of the service management model.
• Dynamic environment, with possibilities for professional growth and development.

If you are motivated by coordinating people and processes, working with metrics and clients, and converting service information into improvement actions, we want to meet you.

We are looking to hire a Service Office Manager to lead and coordinate the operational management of a technological service, acting as a connection point between the client, technical teams, and account managers.

The person who joins will have a transversal vision of the service and will be responsible for ensuring that agreed processes, indicators, and commitments are met, providing a vision oriented towards continuous improvement and service quality.

The role combines PMO, Service Management, and coordination functions, with a strong component of communication and follow-up.

• Manage and coordinate the Service Office, ensuring the correct follow-up of processes, activities, and commitments.
• Define, maintain, and monitor KPIs, service metrics, and SLAs.
• Prepare and analyze dashboards and periodic reports on the evolution of the service.
• Identify deviations, risks, and areas for improvement, driving the necessary action plans.
• Coordinate the operational relationship between the client, technical teams, service managers, and account managers.
• Prepare and lead service follow-up meetings with the client and internal teams.
• Monitor incidents, problems, changes, and relevant actions from a global service perspective.
• Ensure compliance with established processes and procedures.
• Coordinate continuous improvement plans and monitor their results.
• Provide visibility to management and account managers regarding the status of the service, main risks, milestones, and opportunities.
• Collaborate in the definition and evolution of governance, reporting, and service management models.
• Act as a facilitator between the different areas involved to ensure coordinated and results-oriented management.