IT Service Management

hace 1 semana

Málaga, Málaga, España rindus A tiempo completo

About the Role

We seek a highly motivated
IT Service Management
to join our team and take ownership of designing, organising, and optimising IT support and service processes end-to-end. This role is key to ensuring that services are reliable, efficient, and well-aligned with business needs. You'll work cross-functionally with service providers, internal stakeholders, and project teams to drive service quality, innovation, and satisfaction.

Key Responsibilities

  • Design and optimise
    end-to-end IT service and support processes, including stakeholder alignment and documentation.
  • Coordinate and manage
    multiple service providers and ensure adherence to SLAs and quality standards.
  • Monitor and report
    on service performance; prepare regular reports and presentations for internal and external stakeholders.
  • Drive continuous improvement
    by identifying process inefficiencies and implementing corrective actions.
  • Support the team lead
    with contract management and vendor negotiations.
  • Act as the
    interface between technical experts and service agents
    to foster collaboration and service excellence.
  • Collaborate as a key member of project teams during IT service rollouts and transformations.
  • Handle escalation processes professionally and ensure resolution pathways are followed.
  • Maintain a high level of customer satisfaction through proactive service delivery and communication.

What you bring:

  • A university degree in
    technical, economic or related disciplines
    .
  • 3+ years of experience
    in IT service management or a similar role.
  • Strong understanding of
    IT service management frameworks (e.g., ITIL)
    and service quality assurance.
  • Excellent
    communication skills
    , with the ability to manage diverse stakeholders and teams.
  • Fluent in
    German and English
    (written and spoken) — both are mandatory.
  • Proven skills in
    negotiation and conflict resolution
    .
  • Strong analytical thinking and solution-oriented mindset.

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