We are looking for an ITSM & Vendor Management Specialist to bridge service performance and vendor oversight, ensuring enterprise‑first outcomes and effective cross‑functional integration across Schneider Electric’s general infrastructure.

What will you do?

Key Responsibilities

A. ITSM / Service Performance, Quality & Continuous Improvement
- Own and publish the consolidated Infrastructure KPI / SLA Dashboard and monthly 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 (CSI) initiatives, track benefit realization, and present outcomes to leadership.




- Govern aggregate service health and partner with pillar operations teams that remain accountable for instrumenting their domains.

B. Vendor & Contract Management
- Produce Vendor Performance Scorecards and coordinate QBRs and annual Business Reviews for strategic vendors, assessing SLA attainment, delivery quality, responsiveness, 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 to ensure auditable sourcing decisions and prevent unfavorable auto‑renewals.
- Identify vendor consolidation, optimisation, and cost‑efficiency opportunities acr

📌 ITSM & Vendor Management Specialist – Global Infrastructure Service Delivery (GISD) (Barcelona)
🏢 Schneider Electric
📍 Barcelona