We are looking for a Service Manager to take care of the life our projects have after go-live and of the team behind it. Several of our customer projects are moving from implementation into maintenance, and today that run phase is absorbed by the same people who built the solution. You will look after support across our customers, genuinely cross-customer, not one embedded account, making sure every service has a clear scope, agreed service levels, and a team that knows what good looks like. You will also be the person the support team turns to: a small group whose week you help shape, whose blockers you clear, and whose work you know well enough to step into when it matters.
If you enjoy bringing calm and structure to support work, seeing colleagues grow into work that is new to them, talking to customers when things are not perfect, and improving a process a little every week, you will thrive in our collaborative, multi-disciplinary delivery team.
Take care of the handover from implementation to maintenance: acceptance criteria, runbooks, knowledge transfer, the support model,



and who looks after what.
Make sure maintenance scope, service levels, volumes and exclusions are agreed with the customer before go-live rather than after.
Run the service day to day - incident and request flow, priorities, escalations, and communication that keeps customers informed.
Lead the support team day to day - agreeing together who picks up what, keeping the workload sensible, clearing what gets in the way, and giving people the context to make their own calls.
Hold regular service reviews with customers and be the person they call when something needs attention.
Watch the health of each service - recurring incidents, backlog, effort spent - and turn what you see into concrete improvements.
Work closely with project managers, developers and our finance colleagues so that the commercial side of maintenance stays sound: change requests, additional work, renewals.
Proven experience in

📌 Head of Care (Madrid)
🏢 msg insur:it Iberia
📍 Madrid