It Service Manager (Remoto)

Capitole Consulting keeps growing and we want to do it with you! ??Are you a passionateIT Service Manager? We have an exciting opportunity to lead and empower a multicultural team!??Language: English and Spanish??Location:FULL REMOTE (Spain)?Timetable: flexible.Key responsabilities:Incident Management:* Act as thesingle point of contact for major incidents, coordinating all stakeholders.* Log, classify, prioritize, and assign all incoming incidents in theITSM platform.* Monitor incident queues and enforceSLA compliance.* Produce timely Major Incidentcommunicationsand post-incident reports.* Drive end-to-endincident lifecycle managementfrom detection to closure.* Track and report on incident metrics: volume, MTTR, SLA breach rate, reopen rate, and recurring incidents.Problem Management:* Identify and register problems arising from recurring or major incidents.* Facilitate and coordinateRoot Cause Analysis (RCA) sessionswith technical teams, applying structured methodologies (5 Whys, Fishbone, Kepner-Tregoe).Own the Known Error Database (KEDB)- Track and follow up on Problem records and associated Change Requests.* Proactivelyperform trend analysis on incident datato identify systemic issues and anticipate future failures before they occur.* Produce regular Problem Management reports.Skills:Minimum 2 years of experience in IT Service Management rolesITIL Foundation certification(v3 or v4).* Experience working with at least one ITSM platform: ServiceNow, BMC Remedy, Jira Service Management, or similar.* Experience defining and tracking SLAs, KPIs, and service performance metrics.We are great, but with you we will be even more ?? For this you will have:??Budget of €1,200 for individual trainingso you can use it for whatever you want (technological events, books, training, certifications, etc.).?? Follow up with your team every month to havecontinuous feedback.?? Full Remote.??Time flexibilityto help you balance your professional/family life.?? Privatemedical insurancepaid entirely by Capitole??Flexible remuneration(restaurant, transportation and/or daycare tickets).?? Andjoy (Gymforless)?? Discounts on big brands for employees (Club Capitole)So you can meet the whole family:??Team Buildingsevery two months. You can't miss the summer party or Christmas dinner!?? Soccer team sponsored by Capitole.?? Technological communities so you can share your knowledge and ideas with other teams. Sharing internal knowledge is essential!!!?? Last but not least, aGREAT TEAM!Don't you know us yet? Discover us!! /See what they think of us ??The employee will adhere to the information security policies:- He/she will have access to confidential information relating to Capitole and the project he/she is working on.- Will have to comply with the security policies and internal policies of the company and client.- You will have to sign an NDA.

Minimum 2 years of experience in IT Service Management roles * ITIL Foundation certification (v3 or v4).

• E xperience working with at least one ITSM platform : ServiceNow, BMC Remedy, Jira Service Management, or similar.

• Experience defining and t racking SLAs, KPIs, and service performance metrics