Who Are We?

Volkswagen Group Services is a Volkswagen Group company oriented towards working for Group companies worldwide.

We provide services in the areas of production, logistics, data engineering (IT), engineering, consulting, quality, business services, human resources, communication, and administrative and financial services.

We are focused on our clients’ activities and take responsibility for carrying them out on their behalf.

We are currently hiring a IT Service Manager to join our IT Operations Hub for our new projects in Valencia and the Iberia Region with our Integral Partners at VW Group.

What Will Your Responsibilities Be?

The IT Service Manager, Level 2 Support is responsible for the end-to-end operational governance, service performance and continuous improvement of a Level 2 IT Support service.

The role acts as the central point of contact across business stakeholders, support teams, product teams, engineering teams and internal service functions, ensuring stable service delivery, SLA compliance,



effective incident governance and transparent operational reporting.

The position is based in Iberia and operates in an international environment, with English as the primary working language.
- Incident & Operations Management
- Own and operate the Central Incident Board, including critical incidents, SLA tracking, overdue tickets and escalation follow-up.
- Govern operational JIRA boards and ensure alignment with the relevant IT tool landscape.
- Ensure proper incident qualification, prioritization and escalation across L1, L2 and L3.
- Coordinate Major Incident handling when required.
- Define and maintain audit-compliant operational processes.
- Drive Shift-Left governance through structured Knowledge Transfer between L3 / Product teams and L1/L2 support.
- Monitor recurring incidents, escalation trends and operational bottlenecks.
- Service Governance
- Prepare, facilitate and follow up on Joint Governance Boards.
- Act as the main operational Si

📌 IT Service Manager (Valencia)
🏢 VOLKSWAGEN Group
📍 Valencia