Oversee IT and business services for UK-based clients, ensuring business continuity and customer satisfaction. Lead multidisciplinary teams and drive service improvements. Foster continuous improvement through process optimisation and proactive incident handling.
Key Highlights
Technical Skills Required
Benefits & Perks
Job Description
Madrid or Barcelona Based - No Office Travel Needed - B2B Contract
About the Role
We are seeking a high-performing Service Manager with a passion for operational excellence, service stability, and customer satisfaction. In this role, you will oversee IT and business services for UK-based clients, ensuring business continuity, process efficiency, and consistent SLA/KPI performance across complex, fast-moving environments.
You will act as a central point of coordination between multidisciplinary teams, stakeholders, and delivery functions, driving service improvements and ensuring services meet both operational and financial targets.
Key Responsibilities
- Ensure continuity of IT and business services across a complex service landscape.
- Monitor and manage SLAs, KPIs, and financial metrics, ensuring contractual compliance.
- Lead and coordinate multidisciplinary teams to deliver reliable, high-quality service.
- Foster continuous improvement through process optimisation and proactive incident handling.
- Maintain strong communication and stakeholder management across all levels.
- Produce regular service reports, insights, and recommendations to senior stakeholders.
- Manage issue escalation and resolution, ensuring customer satisfaction and operational stability.
- Align service operations with business goals, technologies, and ongoing service evolution.
Skills & Experience
- 5–7 years’ experience in Service Management, Operations Management, or Project Management.
- Strong background with ITIL principles and Lean methodologies.
- Excellent communication skills, with fluent/high-level English.
- Proven capability in stakeholder management and cross-functional team coordination.
- Strong analytical mindset with experience managing budgets, KPIs, and operational performance.
- Ability to handle multiple priorities in a dynamic, evolving environment.
- Experience working with Microsoft 365, Power BI, Jira, ServiceNow, and other collaboration/monitoring tools.
- Understanding of microservices-based environments.
What We Offer
- Fully remote contract role based in Madrid or Barcelona.
- Flexible, collaborative, and international working environment.
- Opportunity to contribute to long-term service stability and operational performance for UK enterprise clients.
- Competitive daily rate