OBSERVABILITY MANAGER (SERVICE MANAGER)Are you an experienced IT operations manager with real hands-on experience managing services under SLA?
We're looking for someone who can lead end-to-end delivery of a critical observability service-network monitoring, device management, and platform oversight.
If you've managed NOC operations, incident escalations, and SLA compliance in a real environment, this is your role.ABOUT DXC DXC Technology is a global leader in IT services and digital transformation.
We help enterprises run mission-critical systems while modernizing IT infrastructure across public, private and hybrid clouds.
In Spain, we're one of the main IT market leaders with nearly 8,000 professionals across thirteen locations, serving over 200 customers from all industries.
We work with leading companies to guide their digital transformation.ABOUT THE ROLE The Observability Manager is responsible for the end-to-end delivery of the Observability service (network, device and platform monitoring) for the client, ensuring compliance with SLAs and KPIs, prioritizing incidents, governing the relationship with the client, and driving continuous improvement.In this role, you will oversee the global operation of the service and the team, coordinating across business areas, Service Desk, L2/L3 technical teams, field technicians and providers.
You will track SLA and KPI performance, review daily and weekly reports, and present results to the client, ensuring the service runs smoothly and meets agreed commitments.You will also lead the transition and knowledge transfer from the outgoing provider, manage staffing, shifts and coverage, and validate continuous improvement actions such as threshold tuning, correlation, coverage and automation, while driving the commitments of the Nexthink proposal and agreeing KPIs with the client.Service coverage is Monday to Friday, 07:*****:00 (devices) and 08:*****:00 (Nexthink platform).




ESSENTIAL JOB FUNCTIONS Oversee the integral supervision of the service and the team - Prioritize relevant incidents and manage mass alarm handlingTrack SLAs and KPIs, including proactivity, MTTD and MTTR metricsReview daily and weekly reports and present results to the clientCoordinate with business areas, Service Desk, L2/L3 technical teams, field technicians and providersValidate continuous improvement actions such as thresholds, correlation, coverage and automationDrive the commitments of the Nexthink proposal and agree KPIs with the clientLead the service transition and knowledge transfer from the outgoing providerManage staffing, shifts and service coverageGovern SLA compliance, escalations and continuous improvement with the clientBASIC QUALIFICATIONS Degree in Computer Science/Telecommunications or equivalent experienceITIL knowledge (incidents, problems, changes)Spanish and English language proficiencyExperience managing IT operations, monitoring or NOC services under SLAKnowledge of ITIL (incidents, problems, changes), ServiceNow and monitoring toolsGovernance and reporting skills with clientsData analysis skillsLeadership and team management skillsClient interlocution skillsSLA and escalation management skillsDecision-making skillsContinuous improvement orientationCommunication skillsOTHER QUALIFICATIONS ITIL 4 certificationExperience in service transitions and knowledge transfer from an outgoing providerKnowledge of Nexthink and branch network monitoring (SD-WAN, Wi?You'll find real opportunities for professional development through meaningful work on leading projects for market reference clients, using leading technologies across the IT sector.
We support flexibility and work?It's also a place to build for the long term, with stable employment and a competitive package of social benefits?person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances.

📌 Service Coordinator / English (Madrid)
🏢 DXC Technology
📍 Madrid