ITSM & Vendor Management Specialist is a hybrid, high‑impact role that bridges service performance (ITSM) with strategic vendor oversight. The role ensures enterprise‑first outcomes, actionable transparency, and effective cross‑functional integration with Procurement, Finance, Legal, Security, Enterprise Architecture and GTS PMO.

Key Responsibilities A. ITSM / Service Performance, Quality & Continuous Improvement

Own and publish the consolidated Infrastructure KPI / SLA Dashboard and monthly Infrastructure Availability & Reliability Report (uptime, MTTR, MTBF, unplanned downtime), ensuring data quality, actionable insights and timely reporting across all pillars. Maintain the Major Incident & Post‑Mortem Register (P1/P2), driving root‑cause analysis governance and preventive‑action follow‑through.

Enforce observability and ITSM process standards (incident, problem, change, request, knowledge) across ServiceNow.

Drive Continuous Service Improvement initiatives, tracking benefit realization and presenting outcomes to leadership.

Govern aggregate service health; partner with pillar operations teams which remain accountable for instrumenting their domains.

B. Vendor & Contract Management

Produce Vendor Performance Scorecards and coordinate Quarterly Business Reviews and Annual Business Reviews for strategic vendors, assessing SLA attainment, delivery quality, responsiveness, strategic alignment, risks and improvement opportunities.

Act as the single point of governance for assigned strategic vendor relationships, fostering executive engagement while surfacing risks, issues and opportunities to Infrastructure leadership.

Operate the SLA Breach & Remediation Tracker, driving vendor accountability, corrective‑action plans, penalty/credit follow‑up and escalation of material service issues.

Support RFPs, sourcing events, contract negotiations and renewal planning in partnership with Procurement and Legal, ensuring auditable sourcing decisions and preventing unfavorable auto‑renewals.

Identify vendor consolidation, optimisation and cost‑efficiency opportunities across the supplier portfolio, supporting financial, operational and strategic objectives.

Key Deliverables

Infrastructure KPI / SLA Dashboard

– ITSM – Real‑time (report monthly) – Head of Infrastructure, Pillar Leads, Pillar Operations, Business Units

Major Incident & Post‑Mortem Register

– ITSM – Monthly – Head of Infrastructure, Pillar Leads, Pillar Operations, Service Desk

Infrastructure Availability & Reliability Report





– ITSM – Monthly – Head of Infrastructure, Pillar Leads, Business Units

Master Vendor Portfolio Register

– Vendor Management – Monthly update – Head of Infrastructure, Pillar Leads, Procurement, Legal

Vendor Performance Scorecard

– Vendor Management – Quarterly – Head of Infrastructure, Pillar Leads, Procurement

Strategic Vendor Review Report (QBR output)

– Vendor Management – Quarterly – Head of Infrastructure, Pillar Leads, Procurement

Annual Business Review (BR output)

– Vendor Management – Annual – Head of Infrastructure, Pillar Leads, Procurement

RFP / Sourcing Decision Records

– Vendor Management – Per event – Head of Infrastructure, Procurement, Finance, Legal

Required Skills and Qualifications

Bachelor’s degree in Computer Science, Engineering, IT or a related discipline.

6–8+ years of experience in IT infrastructure, governance, service management, vendor management or related technology functions, including exposure to ITSM and/or vendor governance activities.

Proven ability to collaborate across complex organisations, influence stakeholders without direct authority and build alignment across cross‑functional teams.

ITIL v4 Foundation certification required.

Hands‑on expertise with ServiceNow (ITSM, ITOM, modules).

Proven track record defining SLAs/KPIs and building executive‑grade dashboards (Tableau strongly preferred).

Solid contract lifecycle management experience: drafting input, renewals, SLA enforcement, exit clauses.

Demonstrated experience negotiating with and managing hyperscalers and tier‑1 infrastructure vendors (Cisco, Microsoft, AWS, Broadcom, AT&T; or equivalent).

Financial acumen: TCO, CapEx vs OpEx, chargeback/showback and cost optimisation.

Strong cross‑functional collaboration skills working with global teams in Procurement, Finance, Legal, Security and pillar architecture/operations leads.

Excellent written and executive‑level verbal communication in English.

Analytical, data‑driven and outcome‑oriented mindset; comfortable challenging stakeholders constructively.

Preferred Qualifications

COBIT 2019,



ISO/IEC 20000 or IAOP Certified Outsourcing Professional.

Foundational level of knowledge of ServiceNow.

FinOps Certified Practitioner.

Prior experience in Fortune 500 or multinational infrastructure environments.

Key Stakeholders & Interfaces

Head of Infrastructure / Infrastructure Services Director

Pillar Leads (Network, Compute & Storage, Cloud, Automation, Monitoring)

Pillar Operations Teams

Procurement

Legal

Finance Business Partners

GTS PMO (Project Management Organisation)

Service Desk

Strategic Vendors (Cisco, Microsoft, AWS, Broadcom, AT&T;)

Sustainability Leads

Success Metrics / KPIs (First 12 Months)

100% of tier‑1 vendor QBRs executed on schedule with documented outcomes.

On‑time monthly delivery of the consolidated KPI/SLA Dashboard with >95% data quality.

Master Vendor Portfolio Register kept fully current with monthly refresh cycles.

Demonstrable cost savings via renegotiation, consolidation or optimisation (target: 3–5% of in‑scope contract value).

Measurable improvement of MTTR on P1/P2 incidents vs prior baseline.

Benefits

Flexible schedule and hybrid work plan allowing work from home.

Additional vacation days via the Holy Pack.

Floating holidays that can be exchanged for other days.

Sabbatical Pack offering up to 2 months of unpaid leave.

Global Family Leave Policy providing flexible paid conditions for family events.

Access to the Wellwo wellness platform and Wellhub gym network for up to five people.

Medical service at the workplace for close attention to medical needs.

Career Hub – AI‑driven professional development platform with job opportunities and mentorship.

Stock ownership programme enabling you to become a shareholder.

Recognition programme allowing points for achievements, redeemable for gift cards.

Life insurance protection.

Adaptable remuneration plan with options for health, meal, childcare, transportation, training and more benefits.

Club Schneider discounts at external services, restaurants and travel agencies.

Company‑subsidised volunteer programmes.

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring and promoting all qualified individuals regardless of race, religion, colour, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status or any other legally protected characteristic.

📌 ITSM & Vendor Management Specialist (Madrid)
🏢 Schneider Electric
📍 Madrid