ITSM & Vendor Management Specialist is a hybrid, high‑impact role that bridges service performance (ITSM) with strategic vendor oversight. The role ensures enterprise‑first outcomes, actionable transparency, and effective cross‑functional integration with Procurement, Finance, Legal, Security, Enterprise Architecture and GTS PMO.

Key Responsibilities
A. ITSM / Service Performance, Quality & Continuous Improvement Own and publish the consolidated Infrastructure KPI / SLA Dashboard and monthly Infrastructure Availability & Reliability Report (uptime, MTTR, MTBF, unplanned downtime), ensuring data quality, actionable insights and timely reporting across all pillars. Maintain the Major Incident & Post‑Mortem Register (P1/P2), driving root‑cause analysis governance and preventive‑action follow‑through. Enforce observability and ITSM process standards (incident, problem, change, request, knowledge) across Service Now. Drive Continuous Service Improvement initiatives, tracking benefit realization and presenting outcomes to leadership. Govern aggregate service health; partner with pillar operations teams which remain accountable for instrumenting their domains. B. Vendor & Contract Management Produce Vendor Performance Scorecards and coordinate Quarterly Business Reviews and Annual Business Reviews for strategic vendors, assessing SLA attainment, delivery quality, responsiveness, strategic alignment, risks and improvement opportunities. Act as the single point of governance for assigned strategic vendor relationships, fostering executive engagement while surfacing risks, issues and opportunities to Infrastructure leadership. Operate the SLA Breach & Remediation Tracker, driving vendor accountability, corrective‑action plans, penalty/credit follow‑up and escalation of material service issues. Support RFPs, sourcing events,



contract negotiations and renewal planning in partnership with Procurement and Legal, ensuring auditable sourcing decisions and preventing unfavorable auto‑renewals. Identify vendor consolidation, optimisation and cost‑efficiency opportunities across the supplier portfolio, supporting financial, operational and strategic objectives. Key Deliverables Infrastructure KPI / SLA Dashboard – ITSM – Real‑time (report monthly) – Head of Infrastructure, Pillar Leads, Pillar Operations, Business Units Major Incident & Post‑Mortem Register – ITSM – Monthly – Head of Infrastructure, Pillar Leads, Pillar Operations, Service Desk Infrastructure Availability & Reliability Report – ITSM – Monthly – Head of Infrastructure, Pillar Leads, Business Units Master Vendor Portfolio Register – Vendor Management – Monthly update – Head of Infrastructure, Pillar Leads, Procurement, Legal Vendor Performance Scorecard – Vendor Management – Quarterly – Head of Infrastructure, Pillar Leads, Procurement Strategic Vendor Review Report (QBR output) – Vendor Management – Quarterly – Head of Infrastructure, Pillar Leads, Procurement Annual Business Review (BR output) – Vendor Management – Annual – Head of Infrastructure, Pillar Leads, Procurement RFP / Sourcing Decision Records – Vendor Management – Per event – Head of Infrastructure, Procurement, Finance, Legal Required Skills and Qualifications Bachelor’s degree in Computer Science,



Engineering, IT or a related discipline. 6–8+ years of experience in IT infrastructure, governance, service management, vendor management or related technology functions, including exposure to ITSM and/or vendor governance activities. Proven ability to collaborate across complex organisations, influence stakeholders without direct authority and build alignment across cross‑functional teams. ITIL v4 Foundation certification required. Hands‑on expertise with Service Now (ITSM, ITOM, modules). Proven track record defining SLAs/KPIs and building executive‑grade dashboards (Tableau strongly preferred). Solid contract lifecycle management

experience:
drafting input, renewals, SLA enforcement, exit clauses. Demonstrated experience negotiating with and managing hyperscalers and tier‑1 infrastructure vendors (Cisco, Microsoft, AWS, Broadcom, AT&T; or equivalent). Financial acumen: TCO, Cap Ex vs Op Ex, chargeback/showback and cost optimisation. Strong cross‑functional collaboration skills working with integral teams in Procurement, Finance, Legal, Security and pillar architecture/operations leads. Excellent written and executive‑level verbal communication in English. Analytical, data‑driven and outcome‑oriented mindset; comfortable challenging stakeholders constructively. Preferred Qualifications COBIT 2019, ISO/IEC 20000 or IAOP Certified Outsourcing Professional. Foundational level of knowledge of Service Now. Fin Ops Certified Practitioner. Prior experience in Fortune 500 or multinational infrastructure environments. Key Stakeholders & Interfaces Head of Infrastructure / Infrastructure Services Director Pillar Leads (Network, Compute & Storage, Cloud, Automation, Monitoring) Pillar Operations Teams Procurement

📌 Itsm & vendor management specialist (Madrid)
🏢 Schneider Electric
📍 Madrid