We are looking for an IT Junior Service Manager (L2) Support to join our team!

Role Mission Ensure service continuity and quality with high sense of customer satisfaction.

Act as the single point of contact for multiple stakeholders regarding service maintenance, incidents, requests, and service enhancements.

Key Responsibilities

Support the Senior Service Manager coordinating a multidisciplinary IT support team.

Take responsibility and ownership for end-to-end incident and request management through ServiceNow including: prioritization, dispatching, backlog maintenance, incident tracking, and resolution within defined SLAs.

Coordinate and plan the on-call and extra hours support model.

Coordinate and plan team overall capacity and effort allocation.

Lead the resolution of complex incidents by coordinating with stakeholder teams.

Attend weekly and monthly operational service follow-up, preparing reports with metrics, SLAs and action plans.

Support the maintenance of the Knowledge base in Service Now.

Hands‑on incident resolution (20% working time)

Technical Requirements

Proven experience working in IT support (L2) services ideally in automotive sales environments.

Experience working with ServiceNow for incident, problem,



service request, knowledge base and change management.

Desirable technical knowledge of Salesforce and CRM systems.

Knowledge of monitoring tools (e.g. DataDog), access management, and tiered support models.

Excellent English communication skills to operate with international stakeholders. Create documentation, make public presentations and drive support operation meetings.

Soft Skills

Ability to coordinate multidisciplinary and distributed teams.

Proactivity and strong orientation toward continuous service improvement (documentation, automation, on‑call optimization, onboarding).

Strong problem‑solving skills.

Excellent communication and client management skills.

Education

Engineering or Computer Systems or other high-level education.

ITIL Foundation Certification.

Languages

English fluent reading, writing, conversation is mandatory

German is desirable but not mandatory.

Requirements and Experience

Ticket system Knowledge (Like ServiceNow, Salesforce, Remedy)

Service Level of Agreement (SLA)

Reporting (Power BI, CISM/Remedy, DWH) - basic

Mainframe - basic

📌 IT Junior Service ManagerSupport (Madrid)
🏢 Mercedes-Benz Group Services Madrid
📍 Madrid