About The Role
The person will be responsible for ensuring the delivery, quality, and continuous improvement of IT services across the Sanoma organization. The role oversees daily operations of service management processes, coordinates with technical teams, manages service performance, and acts as the primary point of contact for stakeholders regarding service delivery.

Key Responsibilities
Stakeholder & Vendor Management
- Build strong working relationships with business leaders, technical teams, and suppliers.
- Ensure clear communication around service status, risks, outages, and changes.
- Manage customer expectations and promote a culture of service excellence.

Governance & Compliance
- Ensure alignment with company policies, security requirements, and regulatory standards.
- Maintain accurate service documentation, process maps, and operational runbooks including keeping CMDB updated.
- Support audits, risk assessments, and compliance reviews.

Service Delivery & Operations
- Manage end-to-end delivery of assigned IT services.
- Ensure adherence to SLAs, KPIs, OLAs,



and compliance requirements.
- Oversee daily service operations, handle escalations, and lead major incident coordination.
- Act as the primary point of contact for stakeholders regarding service performance and issues.

ITIL / Service Management Processes
- Support core ITSM processes including: Incident Management, Problem Management, Change Enablement / Change Management, Service Request Management, Configuration & Asset Management, Knowledge Management
- Conduct root-cause analyses and drive corrective and preventive actions.

Continuous Improvement
- Analyze service performance trends and identify improvement opportunities.
- Lead and support initiatives that enhance service quality, stability, and efficiency.
- Participate in service design, transition, and operational readiness activities.

Required Skills & Qualifications
Technical & Professional Skills
- Strong understanding of the ITIL

📌 Local Application Manager (Madrid)
🏢 Sanoma Learning
📍 Madrid