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 a

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