Who Are We?Volkswagen Group Servicesis 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 inValenciaand theIberia Regionwith ourGlobal Partnersat VW Group.What Will Your Responsibilities Be?As anIT Service Manageryou are 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 inIberiaand operates in an international environment, withEnglish as the primary working language .1. Incident & Operations ManagementOwn and operate theCentral Incident Board, including critical incidents, SLA tracking, overdue tickets and escalation follow-up.Govern operationalJIRA boardsand 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 maintainaudit-compliant operational processes .DriveShift-Left governancethrough structured Knowledge Transfer between L3 / Product teams and L1/L2 support.Monitor recurring incidents, escalation trends and operational bottlenecks.2. Service GovernancePrepare, facilitate and follow up onJoint Governance Boards .Act as the main operationalSingle Point of Contactfor service topics.Coordinate service topics acr

📌 It Service Manager (Madrid)
🏢 Volkswagen Group Services - Valencia
📍 Madrid