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 across the supp

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