ALTEN is looking for an experienced

IT Service Manager

to lead the governance, performance, and continuous improvement of IT services within an international environment. This role is essential in ensuring that IT services are reliable, efficient, measurable, and aligned with business objectives. The successful candidate will drive service management excellence, oversee operational performance, manage major incidents, and foster a culture of continuous improvement and automation. Key Responsibilities

IT Service Governance & Performance

Define, implement, and continuously improve IT Service Management processes, including Incident, Problem, Change, Request, Asset, Knowledge, and Configuration Management. Establish and monitor service KPIs and OKRs. Deliver regular service performance reporting to management and stakeholders. Ensure IT services remain aligned with business priorities and user expectations. Service Design & Support Management

Design and govern end-to-end support models across internal teams and external providers. Define and maintain service catalogues, SLAs, and OLAs. Ensure clear service ownership, escalation paths, and operational documentation. Drive continuous improvements in user experience and service delivery. Incident, Change & Crisis Management

Own and govern Change Management processes. Lead major incidents and crisis situations, ensuring effective communication and resolution. Conduct post-incident reviews and implement corrective and preventive actions. Provide structured leadership in high-pressure situations. Software Asset Management & Compliance

Define and manage Software Asset Management practices. Ensure software license compliance and cost optimization. Collaborate with Procurement, Finance,



and Legal teams on software governance and contracts. Identify and implement automation opportunities across IT operations and support processes. Promote operational excellence and data-driven decision making. Improve service quality while reducing manual effort and operational complexity. Act as a trusted partner for business stakeholders. Manage relationships with external service providers. Collaborate closely with Infrastructure, Security, and Application teams to ensure service consistency and quality. Requirements

Master's degree in Information Systems, Computer Science, Engineering, or a related field. Minimum 7 years of experience in IT, including significant experience in IT Service Management or IT Operations. Proven experience designing and managing ITSM frameworks in complex environments. Strong experience managing major incidents and crisis situations. Solid knowledge of ITIL best practices and service governance methodologies. Experience managing vendors and distributed teams. Strong analytical skills with expertise in KPI and performance management. Excellent communication and stakeholder management skills. English proficiency is mandatory. Spanish, French, or Italian is considered an advantage. What We Offer

The opportunity to play a key role in shaping and improving IT services at an international level. A collaborative and dynamic environment focused on operational excellence and innovation. Exposure to complex IT ecosystems and strategic initiatives. Hybrid working model based in Barcelona. If you are passionate about service excellence, operational governance, and leading continuous improvement initiatives in a integral environment, we would be delighted to hear from you.

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📌 IT Service Manager (Madrid)
🏢 ALTEN
📍 Madrid