IT Service Manager

We are looking for a Service Manager to join our team. The primary responsibilities include:

• Leading the operational management of the IT Managed Services team.
• Ensuring service stability, internal organization, and effective workload coordination.
• Following up on technicians' performance and priorities.
• Monitoring service KPIs (SLAs, backlog, critical incidents) and ensuring consistent delivery standards.
• Identifying operational risks and proposing corrective or improvement actions.
• Coordinating with internal departments involved in service delivery when required.
• Maintaining and continuously improving service documentation and operational procedures.
• Leading regular service review meetings with clients, including English-speaking stakeholders.
• Reporting operational status, risks, and improvement areas to the IT Manager.

If you are motivated to make an impact within a high-performing team and a positive work environment, we would love to hear from you., * Hybrid or remote work model - we value flexibility and offer the option to work from home or from our Barcelona office.

• Meal card to support your daily expenses.
• Smart working budget for IT and technological equipment, ensuring an optimal remote setup.
• Official Microsoft certifications to support your professional growth.
• Referral reward program - recommend talent and receive a bonus.
• 23 working days of paid vacation per year.
• Corporate events (Enraona) to strengthen team connections.
• Access to our employee benefits platform.
• Healthy meal options (Nora Real Food) when working from the Barcelona office.
• Access to internal webinars such as RAONA's Expert Talks and RAONA Wellness sessions.

Our Commitment

At Raona, we are committed to attracting and developing top talent regardless of gender, age, ethnicity, religion, sexual orientation, or any other personal characteristic. We have an active Equality Plan (2022-2026) and promote a respectful, inclusive workplace free from discrimination.

• Minimum 3 years of experience in IT Service Management or similar roles.
• Proven experience leading technical teams from an operational perspective (workload management, performance follow-up, coordination).
• Experience managing SLAs and service KPIs in multi-client environments.
• Experience leading service review meetings with clients.
• Professional English proficiency (minimum B2 level, capable of conducting meetings).

Nice to Have

• ITIL knowledge or certification.
• Experience in Microsoft 365 environments.
• Experience with ticketing tools such as Jira, Zendesk, or ServiceNow.

At Raona, we design and deliver IT solutions focused on digital transformation and process automation within Microsoft environments. With over 330 professionals across Spain, Andorra, Argentina, and Colombia, we are a results-driven organization defined by autonomy, accountability, and an entrepreneurial mindset. With more than 20 years of experience, we foster a collaborative, innovative culture built on trust and strong team spirit.