Service Officer

NN Digital Hub is a subsidiary company of Nationale Nederlanden Group located in Madrid, Spain. We deliver IT services and solutions for the different international Business Units from Nationale Nederlanden Group

What is the purpose/mission of the position?

The Service Officer is a position specialized in technology and is responsible to guarantee that IT services are provided on a stable manner to internal and external customers using advance monitoring and reporting techniques.

What you are going to do

As Service officer you will be responsible to guarantee that IT services are provided on a stable manner to internal and external customers using advance monitoring (Health/Performance monitoring, APM, AIOps, DEM,) and reporting techniques. At the same time you will act as a link between IT and business, collaborating with other departments/squads, BU’s/customers and service providers to assure IT services works according to Business requirements and meet SLAs agreed with business.

Your main responsibilities include:
- Definition of the release management process objectives (including KPIs and critical success factors) and policies for configuration, integration, testing, completeness and consistency within group policies. Creates and tracks the release improvement process to be applied within its IT Product domain. Consults with production teams on implementing release management, conducting audits to address failures and meet policy.- Formalization and oversees a release plan that covers integration testing, user acceptance testing, documentation and associated operational procedures, such as system management instrumentation, support procedures, run book procedures, service catalog, configuration management database (CMDB) and rollback planning.- Application of technical and administrative direction and oversight for the life cycle of release items.- Working closely with Architecture & Platform managers and Product managers to plan releases and manage the release schedule, taking into consideration associated business and technical risks. Assists in coordinating cross-Product release processes between development and production.- Overseeing release changes into production through controlled promotion processes or documented support procedures. As much as possible, automates the configuration changes/updates to the production environment to promote efficiency and consistency.- Creating and provides release status reports containing current and historical data connected with and related to production release items.- Acting as a liaison between other process managers (for example, problem, incident and change) to ensure process alignment. Provides expertise in the design, maintenance and delivery of training for release management, including a strong focus on processes for maintaining communication with other groups.

Who you are- Strong knowledge of Service management (ITIL,), IT methodologies, tools and processes- Hands-on experience with IT technologies, automation, networking and Cloud- Experience working in an Agile/Scrum environment (also on Project management)- Solid knowledge of the principles of information technology and hardware/software/Cloud necessary for building IT services- Experience in writing clear, concise and comprehensive procedures- Proven work experience in managing critical services (99.x)- Risk management skills: Experience with performance and security is a must.- Communication Skills- Ability to see the big picture maintaining attention to detail- Problem solving and Analytical skills

What do we offer?

As part of our Employee Experience, we offer you a range of competitive benefits that are available to you in order to improve the physical, mental, and professional wellbeing of our workers. Among the benefits are:
- We work with a hybrid/remote model- Starting financial aid so you can equip your work space at home- Allowance and telework allowance- Flexible working hours and 2 months of shortened working hours in summer so you can fully take advantage of your time- We provide a life insurance and a pension plan for all our employees- We establish objectives bonus as a performance reward- You can get to the office as you please. We have a free parking lot for cars, motorbikes, electric cars with chargers, and bikes.- Get to know our flexible retribution facilities such as transport card, nursery checks, health insurance with Sanitas, trainings- We care about people. That is why we are involved in society by facilitating volunteer actions and time to all our employees.- We are digital and we love technology. Also, every team works under agile methodology.

Please submit your CVs in English language.

If you think that your profile can fit with us and you like who we are, do not hesitate to sign in to our offers. We are waiting for you
- In _Nationale-Nederlanden_ we are committed with diversity. We are proud to be an inclusive organization and we offer equal opportunities,