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 whil
📌 IT Service Manager (Madrid)
🏢 ALTEN
📍 Madrid