Service/Incident Manager - #7486956

Role detail

We are looking for a detail-oriented service manager to manage the operation and execution of activities within the IT Service Management environment. The service management specialist's responsibilities include providing the highest level of business service and developing lasting business relationships. The service management specialist maintains a strong working knowledge of all industry standards and practices as well as the company's products and services.

Main responsibilities

• Control and continuous improvement of the operation management processes (Incidents, Requests, Changes, Problems, Releases, Service Level Control) according to ITIL standards.
• Definition and documentation of internal operation protocols to ensure the correct management of the processes within the ITSM tools.
• Definition and Monitoring of Service Levels. Set reportable metrics to measure and maintain performance and health of the company's services
• Documentation of processes / services
• Prepare, adapt and deliver, on time, reports in scope with accurate and updated data for customers within a defined area of responsibility, in order to inform and help others to make decisions
• Management of internal customers as business-IT partner. Actively seek feedback on IT service to help continually improve business experience
• Management of external IT suppliers
• Develop the IT and Country Incident SPOC (forum with the purpose to improve our WoW, processes and collaboration with the ultimate goal to minimize downtime of our services / keeping our services availability KPI targets)
• Collaborate and proactively work with the team to achieve the agreed objectives by understanding common goals. Share, manage and deal with issues in an open manner with a proactive and open-minded attitude

Requirements

• At least 5 years of experience in IT service management
• Extensive experience in the IT Services sector gained in organizations where IT is considered critical to their successful operation
• ITIL Certified
• A background in consultancy or outsourcing is desirable

Competences

• Fluent in English (written and spoken)
• Excellent communication and customer service skills
• Organized, methodical and responsible
• Initiative and ability to work in team
• Proactivity and autonomy
• Ability to work under pressure

Working for Verisure Technology & Innovation in Spain

• Work Environment - Young and international team, used to work in a fast-paced environment.
• Learning & Development - Significant opportunities of internal mobility, nationally and internationally.
• Well-being - Smart hybrid model: flexibility in terms of location and time.
• Reward - Flexible & competitive compensation package with attractive benefits and perk (different to other collectives in Verisure) and bonus that can go over 100% for high performers

Verisure will offer you

• Hybrid model Work from home and at our great Madrid offices in Pozuelo de Alarcón (El Barrial- Centro Comercial).
• Lunch included at our canteen You won’t need to pay for your daily meal when you are at the office! :)
• Dynamic and vibrant environment Our office is an open-plan space in which you will be able to interact with the best professional from different teams at all levels.
• International stakeholder projects
• Periodic team buildings! Because it’s important to have fun!
• Learning and training programs.