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?
As an
IT Service Manager
you 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 in
Iberia
and operates in an international environment, with
English as the primary working language
.
1. 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.
2. Service Governance
Prepare, facilitate and follow up on
Joint Governance Boards
.
Act as the main operational
Single Point of Contact
for service topics.
Coordinate service topics across product, support and platform teams.
Track actions, decisions, escalations and dependencies.
Align governance activities with
OKR and PI Planning cycles
where applicable.
Support the continuous evolution of the service operating model.
Own
Monthly Operations Reviews
and regular service-performance reporting.
Define, monitor and report relevant service KPIs.
Consolidate operational data from support teams, product teams and reporting sources.
Provide trend analysis and management-level service insights.
Coordinate and technically steer
AWS QuickSight
experts where required.
Ensure transparency on SLA performance, backlog, incident trends and service stability.
4. Financials & Contract Governance
Contribute to
annual budget planning
, including
SP, PR, SLA and KÜE
topics where applicable.
Support quarterly invoicing governance and budget controlling.
Coordinate and manage:



KÜEs / Cost Transfer Agreements; SLAs / SLCs; Carve-out contract packages; DTA appendices.
Track service-cost development and budget consumption.
Support commercial discussions related to service scaling and additional scope.
Collaborate with Finance, Legal, Procurement and Contract Management.
5. Tooling & Access Management
Govern
Access Management
for the service.
Coordinate onboarding and role management for key users.
Ensure required permissions, tools and operational accesses are available.
Maintain proper service documentation and governance models in
Confluence
.
Support
JIRA / Confluence
governance and reporting standards.
Ensure operational tooling supports auditability and service transparency.
What Requirements Are We Looking For?
Academic Background
University BS Degree in Information Technology, Computer Science, Engineering, Business oriented or related field.
ITIL certification
Scrum / Agile certifications
SAFE Certification
AWS Certification
Professional / Methodological Skills
Strong experience in
IT Service Management
in complex enterprise environments.
Strong understanding of
Incident, Problem and Change Management
.
Experience in service governance, SLA management and escalation processes.
Advanced experience with
JIRA & Confluence
.
Experience defining KPIs and producing operational / management reporting.
Solid understanding of contracts, budgets and financial steering.
Experience with
KÜE, SLA / SLC, invoicing or comparable internal charging models
is valuable.
Experience coordinating distributed and international teams.
Experience in service transition, ramp-up or Knowledge Transfer ac

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