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Senior Service Manager - IT Governance Office

Hybrid in Madrid·Full-time·Added 6 days ago

Still open when we checked on 1 Oct

Servinform

129 open roles

Overview

Job details

  • Permanent contract

    Full-time.

  • Hybrid

    Office and home days — the ad has the split.

Requirements

  • Have the right to work in Spain

    Servinform doesn't mention sponsorship in the ad.

  • Be near Madrid for hybrid days

    No relocation package mentioned.

  • Have 5+ years of experience

    Senior-level role.

  • University degree

    “Ingeniero Superior en Telecomunicaciones o Ingeniero Superior en Informática” — per the ad.

Skills

Nice to have

This job was automatically translated to English.

Requirements

What we're looking for

  • Senior Telecommunications Engineer or Senior Computer Engineer
  • ITIL v4 (Foundation minimum)
  • 5+ years in technological service management.
  • Demonstrable experience in contact center operation analysis or IT services.
  • Experience in data exploitation and generation of dashboards.
  • Experience in IT governance and continuous improvement.
  • Experience in the definition of processes and procedures.

Nice to have

  • PMP or service management certifications are valued

Pay & benefits

What you'll get

  • Permanent contract with job stability and the opportunity to integrate into a solid company in a full growth phase.
  • Full-time.
  • Access to an exclusive portal of benefits and discounts for employees.
  • Job location: Madrid, near Nuevos Ministerios.
  • Attractive salary in accordance with your career path and professional contribution.

The role

We are currently expanding our team and are looking for a Senior Service Manager - Governance Office, whose main mission will be to lead the continuous analysis of the service, drive improvement initiatives, and guarantee the technological and functional alignment of the operation.

What you'll do

  • Continuous analysis of service management.
  • Identification of industry trends.
  • Review and optimization of processes.
  • Definition of new classifications and FAQs.
  • Definition of new escalation groups.
  • Supervision of on-demand emissions (surveys, information campaigns).
  • Design of specific dashboards for each campaign.
  • Supervision of agile data exploitation.
  • Coordination with IT to guarantee technological stability.
  • Preparation of periodic executive reports.

About Servinform

Industry
Business Process Outsourcing

In their own words

About the company & team

Servinform is a solid and rapidly growing company, with more than 47 years of experience in technological and business solutions. We have more than 6,000 professionals with a presence in Spain, Portugal, Italy, and Colombia, specialized by sectors such as banking, insurance, energy, public administration, IT, and telecommunications.

We provide BPO, Call Center, Communications, Sales, Customer Service, and Digital Marketing services to more than 1,500 clients nationally and internationally. Additionally, we work under a Smart Business model, applying technology and artificial intelligence to achieve business objectives efficiently, without losing sight of the human factor.

Additional information

**No sector of our society can be understood without equality between men and women, as well as the integration of people with disabilities. That is why, at the Servinform Group, we focus on equality and diversity as an elemental factor for social progress, working day by day to achieve this goal.**

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