ITSM PROCESS EXPERT - SERVICE MANAGER

From FRG Technology we collaborate with a leading client in technological processes and digital transformation in retail, financial and other sectors, as well as FMCG in 52 countries, which is looking for an ITSM PROCESS EXPERT - Service Manager to join their team.

This person will have the following functions:
- Ensure service delivered are properly described including service levels and are regularly updated.
- Organize and facilitate preparation of the Service Review Meetings with Service Recipient.
- Coordinate Volume forecasting and Charging Agreement Process.
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Facilitate regular update of SLM documentation as per year plan.
- Manage the service levels including the SLAs with the internal IT service providers and external IT vendors.
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Manage and Measure the SLA, SLI, SLO on monthly basis and provide continuous improvement plans.
- Service Performance Reporting & Support of "Data Driven Decision" Culture




- Negotiate Service Level Agreements with Business and work with other IT Departments to ensure delivery of services at agreed levels.
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Creation of MSA (Master Service Agreements), SoS (Statement of Service) for the Intragroup contracts, SCAT (Service Catalogue).:

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Define, Implement, Monitor and report IT Services and Processes metrics (process metrics, service level metrics, service portfolio performance metrics, organization performance metrics, compliance metrics).
- Build management reporting following agreed standards, respecting service specifics.
- Maintain management reporting (incorporate improvements and agreed enhancements while keeping adherence to standard) - with support of reporting specialist.
- Support teams in using management reporting.

Required technologies/ tools:
- Work experience:at least 3 years in an IT service level management role and at least 3 years in a managerial role, with in-depth understanding of banking environment, products, and processes.
- ITIL processes.
- Proven track record in

📌 Itsm Process Expert (Madrid)
🏢 Frg Technology Consulting
📍 Madrid