IT Junior Service Manager (L2) Supportto

responsibility and ownership for end-to-end incident and request management through Service Now including: prioritization, dispatching, backlog maintenance, incident tracking, and resolution within defined SLAs. -Coordinate and plan the on-call and extra hours support model. -Coordinate and plan team overall capacity and effort allocation. -Lead the resolution of complex incidents by coordinating with stakeholder teams. -Attend weekly and monthly operational service follow-up, preparing reports with metrics, SLAs and action plans. -Support the standardization of procedures and documentation for key support scenarios in alignment with Support & -Operations demands. -Support the maintenance of the Knowledge base in Service Now. -Hands-on incident resolution (20% working time) -Technical Requirements -Proven experience working in IT support (L2) services ideally in automotive sales environments. -Experience working with Service Now for incident, problem, service request, knowledge base and

change management. -Desirable technical knowledge of Salesforce and CRM systems. -Knowledge of monitoring tools (e.g. Data Dog), access management, and tiered support models. -Excellent English communication skills to operate with international stakeholders. Create documentation, make public presentations and drive support operation meetings. Soft Skills -Ability to coordinate multidisciplinary and distributed teams. -Proactivity and strong orientation toward continuous service improvement (documentation, automation, on-calloptimization, onboarding). -Strong problem-solving skills. -Excellent communication and client management skills. Cualificación Education - Bachelor´s level degree. - Engineering or Computer Systems or other high-level education. - ITIL Foundation Certification. Languages: - English fluent reading, writing, conversation is mandatory - German is desirable but not mandatory. Requirements and Experience -- Ticket system Knowledge (Like Service Now, Salesforce, Remedy)

• Service Level of Agreement (SLA) - Reporting (Power BI, CISM/Remedy, DWH) - basic - Mainframe - basic - JIRA desirable. Within our benefits as employee, we provide: -60% Mobile work -30 working days of holidays -Annual Training Plan ", "employmentType": "FULL_TIME", "industry": "IT Junior", "jobLocation" : { "@type": "Place", "address": { "@type": "PostalAddress", "streetAddress": "San Sebastián De Los Reyes", "addressLocality": "San Sebastián de los Reyes", "addressRegion": "Madrid", "addressCountry": "ES", "postalCode": "n/a" } }, "salaryCurrency": "EUR", "title": "It junior service manager (l2) support", "hiringOrganization" : { "@type" : "Organization", "logo" : "https://logo.jobs-search.org/7647255.jpg", "name" : "Mercedes-Benz Group Services Madrid" } }

{ "@context": "http://schema.org", "@type": "JobPosting", "baseSalary" : { "@type": "MonetaryAmount", "currency": "EUR", "value": { "@type": "QuantitativeValue", "value": 0.00, "unitText": "MONTH" } }, "datePosted": "2026-04-12", "validThrough" : "2026-06-27", "description": "Would you like to join an international atmosphere and be involved in projects across Europe and with impact worldwide having the opportunity to consolidate your career? This is your opportunity! We are looking for an IT Junior Service Manager (L2) Supportto join our team! If you want to belong to a multinational company, leader in its sector, MBGSM is looking for you! Role Mission Ensure service continuity and quality with high sense of customer satisfaction. Act as the single point of contact for multiple stakeholders regarding service maintenance, incidents, requests, and service enhancements. Key Responsibilities -Support the Senior Service manager coordinating a multidisciplinary IT support team. -Take