Service / Incident Manager

Service / Incident Manager

📍 Madrid, Spain | Hybrid model

🏢 2 days on-site per week in Ciudad Financiera

🕐 24/7 On-call: 1–2 weeks per month

We are looking to hire a Service / Incident Manager with experience in IT Service Management to join a dynamic technological environment oriented towards continuous improvement.

Your main objective will be to lead the operational governance of Incident, Problem, Change, and Service Level Management processes, ensuring the quality and continuity of IT Production services and identifying improvement opportunities.

We are looking for a person with more than 2 years of experience in ITSM, management capability in demanding environments, and excellent communication and coordination skills.

• Manage IT Production Support, ensuring the correct prioritization, escalation, monitoring, and control of incidents.
• Organize and lead Task Forces in critical situations, coordinating the different teams involved.
• Prepare, analyze, and interpret Service Level reports, defining improvement strategies and actions based on established results and objectives.
• Manage Service Changes, governing the Internal CAB and coordinating the relationship with Global and Local CABs.
• Manage communication and coordination with the main service stakeholders: providers, clients, users, service owners, and management.
• Perform root cause analysis (RCA) and participate actively in continuous improvement initiatives.
• Perform the monitoring and management of SLAs, ensuring compliance with the agreed service levels.

• +2 years of experience in IT Service Management / ITSM.
• Experience in Incident, Problem, Change, and Service Level management.
• Technological background.
• ITIL knowledge and/or certification.
• Analytical, organizational, and decision-making capacity.
• Excellent communication and teamwork skills.
• Autonomy and the ability to operate in dynamic and changing environments.
• English B2/C1, as you will be working with international English-speaking providers.
• Residency in Madrid or surrounding areas, due to the hybrid model.

We are looking for a proactive, organized, and service-oriented person, with the ability to maintain control in critical situations, coordinate different teams, and communicate effectively with all types of interlocutors, from technical teams to management.

If you are passionate about IT service management, incident resolution, and continuous improvement, we would love to meet you!

📩 Interested? Send us your application or share this opportunity with someone who might be a good fit.