Sr. Service Manager Process Designer

🔹 Service Management Process Designer / Consultant

Location: Madrid, Spain (2 days on-site per week)
Contract type: Long-term

About the Role:
We are looking for a Service Management Process Designer / Consultant to design and document our new global Monitoring & Event Management process. The role involves analyzing current practices, aligning them with ITIL 4 standards, and developing a comprehensive, globally applicable process framework in close collaboration with existing monitoring and product teams.

Key Responsibilities:

• Design and document the global Monitoring & Event Management process.

• Benchmark existing practices against ITIL 4 and propose improvements.

• Develop a scalable, detailed process design ready for global rollout.

• Collaborate closely with monitoring and observability teams, both remotely and on-site.

Requirements:

• Experience in Service Management or IT Operations, ideally with exposure to observability infrastructure, application monitoring, and availability management.

• Proven experience in process design and implementation within organizations.

• Technical understanding of monitoring tools (e.g., Splunk – training can be provided).

• ITIL 4 certification or training is a strong plus.

• Fluent English (Spanish not required).

Eligibility:

• Open to all nationalities.

• Candidates must reside in Spain and hold a valid work permit.

• Suitable for EU citizens or professionals relocated from other regions (Latin America, Ukraine, CIS countries, Europe, Americas, Asia, Middle East, Africa).