We are looking for an ITSM & Vendor Management Specialist to bridge service performance and vendor oversight, ensuring enterprise‑first outcomes and effective cross‑functional integration across Schneider Electric’s global infrastructure.

What will you do? Key Responsibilities A. ITSM / Service Performance, Quality & Continuous Improvement

Own and publish the consolidated Infrastructure KPI / SLA Dashboard and monthly 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 (CSI) initiatives, track benefit realization, and present outcomes to leadership.

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

B. Vendor & Contract Management

Produce Vendor Performance Scorecards and coordinate QBRs and annual Business Reviews for strategic vendors, assessing SLA attainment, delivery quality, responsiveness, 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 to ensure auditable sourcing decisions and prevent 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

Area: ITSM

Periodicity: Real‑time (report monthly)

Primary Consumers: Head of Infrastructure, Pillar Leads, Pillar Operations, Business Units

Major Incident & Post‑Mortem Register

Area: ITSM

Periodicity: Monthly

Primary Consumers: Head of Infrastructure, Pillar Leads, Pillar Operations, Service Desk

Infrastructure Availability & Reliability Report

Area: ITSM

Periodicity: Monthly

Primary Consumers: Head of Infrastructure, Pillar Leads, Business Units

Master Vendor Portfolio Register

Area: Vendor Management

Periodicity: Monthly update

Primary Consumers: Head of Infrastructure, Pillar Leads, Procurement, Legal

Vendor Performance Scorecard

Area: Vendor Management

Periodicity: Quarterly

Primary Consumers: Head of Infrastructure, Pillar Leads, Procurement





Strategic Vendor Review Report (QBR output)

Area: Vendor Management

Periodicity: Quarterly

Primary Consumers: Head of Infrastructure, Pillar Leads, Procurement

Annual Business Review (BR output)

Area: Vendor Management

Periodicity: Annual

Primary Consumers: Head of Infrastructure, Pillar Leads, Procurement

RFP / Sourcing Decision Records

Area: Vendor Management

Periodicity: Per event

Primary Consumers: 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, with 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).

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.

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, 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 (COP).

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 Organization)

Service Desk

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

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 greater than 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.

What will you get?

Flexible schedule and self‑paced hours.

Hybrid work plan allowing work from home.

Additional vacation days through the Holy Pack.

Floating Holidays to exchange holidays for other days.

Sabbatical Pack offering up to 2 months of unpaid leave.

General Family Leave Policy with flexible paid conditions for family events.

Access to Wellwo health and wellness platform for you and up to 5 people of your choice.

Wellhub membership for access to gyms and sports centres.

On‑site medical service for workplace health needs.

Career Hub for professional development and global opportunities.

Stock ownership program to share in the company’s achievements.

Recognition program for giving and receiving points that can be redeemed for gift cards.

Life insurance coverage.

Flexible Remuneration Plan offering options such as health insurance, meal vouchers, childcare vouchers, transportation vouchers, and training.

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

Company‑subsidised volunteer programmes.

Schneider Electric aspira a ser la empresa más inclusiva y solidaria del mundo, ofreciendo oportunidades equitativas a todos, en todas partes, y garantizando que todos los empleados se sientan valorados de forma única y seguros para aportar lo mejor de sí mismos. Reflejamos la diversidad de las comunidades en las que operamos y aceptamos lo diferente como uno de nuestros valores fundamentales.

En Schneider

Electric mantenemos los más altos estándares de ética y cumplimiento, y creemos que la confianza es un valor fundamental.

Nuestra

Carta de Confianza es nuestro Código de Conducta y demuestra nuestro compromiso con la ética, la seguridad, la sostenibilidad, la calidad y la ciberseguridad, respaldando todos los aspectos de nuestro negocio y nuestra disposición para actuar y responder con respeto y buena fe a todos nuestros grupos de interés. Puede obtener más información sobre nuestra Carta de Confianza aquí.

Schneider Electric es un Empleador de Igualdad de Oportunidades. Nuestra política es proporcionar igualdad de oportunidades en el empleo y el avance en áreas de reclutamiento, contratación, capacitación, transferencia y promoción a todas las personas calificadas, independientemente de raza, religión, color, género, discapacidad, origen nacional, ascendencia, edad, estado militar, orientación sexual, estado civil o cualquier otra característica o conducta legalmente protegida.

📌 ITSM & Vendor Management Specialist – Global Infrastructure Service Delivery (GISD) (Madrid)
🏢 Schneider Electric
📍 Madrid