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# It Service Manager

- **Company:** Volkswagen
- **Location:** Valencia, Spain (Remote available)
- **Contract:** Permanent contract
- **Skills:** Agile Methodology, Amazon Web Services, Confluence, JIRA, Information Engineering, Identity and Access Management, Information Technology Operations, Operational Data Store, Scrum Methodology, Data Processing, Information Technology, Performance Monitor
- **Published:** September 29, 2026
- **Apply:** https://www.buscojobs.com.es/it-service-manager-en-valencia-ID-373423737

## About the Role

University BS Degree in Information Technology, Computer Science, Engineering, Business oriented or related field.
ITIL certification
Scrum / Agile certifications
SAFE Certification
AWS Certification
Professional / Methodological Skills
Strong experience in
IT Service Management
in complex enterprise environments.
Strong understanding of
Incident, Problem and Change Management
.
Experience in service governance, SLA management and escalation processes.
Advanced experience with
JIRA & Confluence
.
Experience defining KPIs and producing operational / management reporting.
Solid understanding of contracts, budgets and financial steering.
Experience with
KÜE, SLA / SLC, invoicing or comparable internal charging models
is valuable.
Experience coordinating distributed and international teams.
Experience in service transition, ramp-up or Knowledge Transfer activities.
Tools & Platforms
Experience with or exposure to:
JIRA
Confluence
AWS
AWS QuickSight
ITSM / ticketing platforms
Reporting / dashboarding tools
Access Management tools
Organizational & Leadership Skills
Strong stakeholder management across operations, Product Owners and management.
Cross-team and cross-company coordination.
Confident board preparation and facilitation.
Clear escalation and decision-making capability.
Ability to structure complex operational topics.
Strong ownership mindset for service stability, governance and cost control.
Ability to operate effectively in an international matrix organization.
Excellent communication and moderation skills.
Structured, independent and reliable working style.
Strong analytical thinking and prioritization capability.
Ownership and accountability.
Customer and service orientation.
Ability to work under pressure.
Languages
English: Fluent / business proficiency
Spanish: Valuable
Portuguese: Valuable
Nice to Have
Experience in automotive or mobility IT
Experience in large corporate IT environments
Exposure to
OKR or SAFe
Experience in audit- or compliance-driven environments
Experience with cross-company commercial governance

## Description

Who Are We?Volkswagen Group Servicesis a Volkswagen Group company oriented towards working for Group companies worldwide.We provide services in the areas of production, logistics, data engineering (IT), engineering, consulting, quality, business services, human resources, communication, and administrative and financial services. We are focused on our clients' activities and take responsibility for carrying them out on their behalf.We are currently hiring a IT Service Manager to join our IT Operations Hub for our new projects inValenciaand theIberia Regionwith ourGlobal Partnersat VW Group.What Will Your Responsibilities Be?As anIT Service Manageryou are responsible for the end-to-end operational governance, service performance and continuous improvement of a Level 2 IT Support service.The role acts as the central point of contact across business stakeholders, support teams, product teams, engineering teams and internal service functions, ensuring stable service delivery, SLA compliance, effective incident governance and transparent operational reporting.The position is based inIberiaand operates in an international environment, withEnglish as the primary working language.1. Incident & Operations ManagementOwn and operate theCentral Incident Board, including critical incidents, SLA tracking, overdue tickets and escalation follow-up.Govern operationalJIRA boardsand ensure alignment with the relevant IT tool landscape.Ensure proper incident qualification, prioritization and escalation across L1, L2 and L3.Coordinate Major Incident handling when required.Define and maintainaudit-compliant operational processes.DriveShift-Left governancethrough structured Knowledge Transfer between L3 / Product teams and L1/L2 support.Monitor recurring incidents, escalation trends and operational bottlenecks.2. Service GovernancePrepare, facilitate and follow up onJoint Governance Boards.Act as the main operationalSingle Point of Contactfor service topics.Coordinate service topics across product, support and platform teams.Track actions, decisions, escalations and dependencies.Align governance activities withOKR and PI Planning cycleswhere applicable.Support the continuous evolution of the service operating model.OwnMonthly Operations Reviewsand regular service-performance reporting.Define, monitor and report relevant service KPIs.Consolidate operational data from support teams, product teams and reporting sources.Provide trend analysis and management-level service insights.Coordinate and technically steerAWS QuickSightexperts where required.Ensure transparency on SLA performance, backlog, incident trends and service stability.4. Financials & Contract GovernanceContribute toannual budget planning, includingSP, PR, SLA and KÜEtopics where applicable.Support quarterly invoicing governance and budget controlling.Coordinate and manage: KÜEs / Cost Transfer Agreements; SLAs / SLCs; Carve-out contract packages; DTA appendices.Track service-cost development and budget consumption.Support commercial discussions related to service scaling and additional scope.Collaborate with Finance, Legal, Procurement and Contract Management.5. Tooling & Access ManagementGovernAccess Managementfor the service.Coordinate onboarding and role management for key users.Ensure required permissions, tools and operational accesses are available.Maintain proper service documentation and governance models inConfluence.SupportJIRA / Confluencegovernance and reporting standards.Ensure operational tooling supports auditability and service transparency.What Requirements Are We Looking For?Academic BackgroundUniversity BS Degree in Information Technology, Computer Science, Engineering, Business oriented or related field.ITIL certificationScrum / Agile certificationsSAFE CertificationAWS CertificationProfessional / Methodological SkillsStrong experience inIT Service Managementin complex enterprise environments.Strong understanding ofIncident, Problem and Change Management.Experience in service governance, SLA management and escalation processes.Advanced experience withJIRA & Confluence.Experience defining KPIs and producing operational / management reporting.Solid understanding of contracts, budgets and financial steering.Experience withKÜE, SLA / SLC, invoicing or comparable internal charging modelsis valuable.Experience coordinating distributed and international teams.Experience in service transition, ramp-up or Knowledge Transfer activities.Tools & PlatformsExperience with or exposure to:JIRAConfluenceAWSAWS QuickSightITSM / ticketing platformsReporting / dashboarding toolsAccess Management toolsOrganizational & Leadership SkillsStrong stakeholder management across operations, Product Owners and management.Cross-team and cross-company coordination.Confident board preparation and facilitation.Clear escalation and decision-making capability.Ability to structure complex operational topics.Strong ownership mindset for service stability, governance and cost control.Ability to operate effectively in an international matrix organization.Excellent communication and moderation skills.Structured, independent and reliable working style.Strong analytical thinking and prioritization capability.Ownership and accountability.Customer and service orientation.Ability to work under pressure.LanguagesEnglish: Fluent / business proficiencySpanish: ValuablePortuguese: ValuableNice to HaveExperience in automotive or mobility ITExperience in large corporate IT environmentsExposure toOKR or SAFeExperience in audit- or compliance-driven environmentsExperience with cross-company commercial governanceWhat We Can OfferHybrid Work ModelHome Office Equipment SupportFlex Work ScheduleInternational Remote Work PolicyMonthly Extra AllowancesVW Group and Partnership Brands DiscountsEmployee Support ProgramFor more information on our data processing activities and your rights as a data subject, please consult our privacy policy.#J-*****-Ljbffr