Itsm - Service Manager-spain

hace 1 mes

Madrid, España Axiom Software Solutions A tiempo completo

**Job Description**:
**Job Title: ITSM Service Manager**

**Job Type:FTC/FTE Most preferrable (FTC)**

**END CLIENT: ING Bank**

**Key responsibilities**:

- Adhere to Intragroup contracting framework.
- Ensure service delivered from ING Spain are properly described including service levels and are regularly updated.
- Organize and facilitate preparation of the Service Review Meetings with Service Recipient.
- Coordinate Volume forecasting and Charging Agreement Process.
- Facilitate regular update of SLM documentation as per year plan.
- Manage the service levels including the SLAs with the internal IT service providers and external IT

vendors.
- Manage and Measure the SLA, SLI, SLO on monthly basis and provide continuous improvement

plans.
Service Performance Reporting & Support of “Data Driven Decision” Culture
- Negotiate Service Level Agreements with Business and work with other IT Departments to ensure

delivery of services at agreed levels.
- Creation of MSA (Master Service Agreements), SoS (Statement of Service) for the Intragroup

contracts, SCAT (Service Catalogue).
- 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 leader of the following behaviors**:

- Good communication and negotiation skills.
- Presentation skills.
- Team player.
- Proactive and independent worker with can do attitude.

**Proven track record and technical skills**
- 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.
- ITIL processes.
- Proven track record in conducting service improvement programs i.e. to increase quality,

effectiveness of changes, and time to market and reduce problems or incidents;
- Knowledge of ITSM processes (Incident, Problem, Change, Configuration).
- Process Service, customer-oriented mindset, and business acumen.
- IT Risk management.
- 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.
- MS PowerPoint and Excel - advanced use.
- Focus on details and delivery within agreed timelines is critical.
- Operations / SSC background.
- Experience with Agile way of working.
- Excellent oral and written English skills.
- Ability to work on an international environment.

**Additional Requirements**:

- Fluency in Spanish is mandatory
- Relevant experience needs to be more than 10 years

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