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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # ITSM & Vendor Management Specialist - Global Infrastructure Service Delivery (GISD) - **Company:** En Schneider Electric - **Location:** Barcelona, Spain (Remote available) - **Contract:** Permanent contract - **Skills:** Amazon Web Services, Cloud Computing, Control Objectives for Information and Related Technology (COBIT), Uptime, Microsoft Software, Broadcom, Tableau (Software), Mttr, Information Technology, Data Analytics, Cisco, Servicenow - **Published:** October 4, 2026 - **Apply:** https://www.adzuna.es/details/5910934308 ## About the Role * Bachelor's degree in Computer Science, Engineering, IT, or a related discipline. * 6-8+ years of experience in IT infrastructure, governance, service management, vendor management, or related technology functions, including exposure to ITSM and/or vendor governance activities. * Proven ability to collaborate across complex organizations, influence stakeholders without direct authority, and build alignment across cross-functional teams. * ITIL v4 Foundation certification required. * Hands-on expertise with ServiceNow (ITSM, ITOM, modules). * Proven track record defining SLAs/KPIs and building executive-grade dashboards (Tableau strongly preferred). * Solid contract lifecycle management experience: drafting input, renewals, SLA enforcement, exit clauses. * Demonstrated experience negotiating with and managing hyperscalers and tier-1 infrastructure vendors (Cisco, Microsoft, AWS, Broadcom, AT&T, or equivalent). * Financial acumen: TCO, CapEx vs OpEx, chargeback/showback, cost optimization. * Strong cross-functional collaboration skills working with global teams in Procurement, Finance, Legal, Security, and pillar architecture/operations leads. * Excellent written and executive-level verbal communication in English. * Analytical, data-driven, and outcome-oriented mindset; comfortable challenging stakeholders constructively. Preferred Qualifications * COBIT 2019, ISO/IEC 20000, or IAOP Certified Outsourcing Professional (COP). * Foundational level of knowledge of ServiceNow (SNOW). * FinOps Certified Practitioner. * Prior experience in Fortune 500 / multinational infrastructure environments. ## Description To address these risks, the Global Infrastructure Service Delivery (GISD) is establishing a Transversal Governance Team whose mission is to govern, assure, standardize, prioritize, and escalate - not to become a second operations organization or a reporting factory. Governance defines direction and control; pillars retain delivery ownership. The ITSM & Vendor Management Specialist is a hybrid, high-impact role that bridges service performance (ITSM) discipline with strategic vendor oversight. The role ensures enterprise-first outcomes, actionable transparency, and effective cross-functional integration with Procurement, Finance, Legal, Security, Enterprise Architecture, and the GTS PMO. While this role combines responsibilities across both ITSM and Vendor Management, we are not seeking a deep subject matter expert in every area. We are looking for a professional with solid experience in one or both disciplines, strong learning agility, adaptability to change, and a willingness to grow alongside a newly established Governance Team. This is a governance-focused position rather than a hands-on infrastructure operations role. The successful candidate will influence outcomes through collaboration, service governance, performance management, and stakeholder engagement across multiple technical pillars., A. ITSM / Service Performance, Quality & Continuous Improvement * Own and publish the consolidated Infrastructure KPI / SLA Dashboard and monthly Infrastructure Availability & Reliability Report (uptime, MTTR, MTBF, unplanned downtime), ensuring data quality, actionable insights, and timely reporting across all pillars. Maintain the Major Incident & Post-Mortem Register (P1/P2), driving root-cause analysis governance and preventive-action follow-through. * Enforce observability and ITSM process standards (incident, problem, change, request, knowledge) across ServiceNow. * Drive Continuous Service Improvement (CSI) initiatives, tracking benefit realization and presenting outcomes to leadership. * Govern aggregate service health; partner with pillar operations teams which remain accountable for instrumenting their domains. B. Vendor & Contract Management * Produce Vendor Performance Scorecards and coordinate Quarterly Business Reviews (QBRs) and Annual Business Reviews (BRs) for strategic vendors, assessing SLA attainment, delivery quality, responsiveness, strategic alignment, risks, and improvement opportunities. * Act as the single point of governance for assigned strategic vendor relationships, fostering executive engagement while surfacing risks, issues, and opportunities to Infrastructure leadership. * Operate the SLA Breach & Remediation Tracker, driving vendor accountability, corrective-action plans, penalty/credit follow-up, and escalation of material service issues. * Support RFPs, sourcing events, contract negotiations, and renewal planning in partnership with Procurement and Legal, ensuring auditable sourcing decisions and preventing unfavorable auto-renewals. * Identify vendor consolidation, optimization, and cost-efficiency opportunities across the supplier portfolio, supporting financial, operational, and strategic objectives. Key Deliverables Deliverable Area Periodicity Primary Consumers Infrastructure KPI / SLA Dashboard ITSM Real-time (report monthly) Head of Infrastructure, Pillar Leads, Pillar Operations, Business Units Major Incident & Post-Mortem Register ITSM Monthly Head of Infrastructure, Pillar Leads, Pillar Operations, Service Desk Infrastructure Availability & Reliability Report ITSM Monthly Head of Infrastructure, Pillar Leads, Business Units Master Vendor Portfolio Register Vendor Mgmt Monthly update Head of Infrastructure, Pillar Leads, Procurement, Legal Vendor Performance Scorecard Vendor Mgmt Quarterly Head of Infrastructure, Pillar Leads, Procurement Strategic Vendor Review Report (QBR output) Vendor Mgmt Quarterly Head of Infrastructure, Pillar Leads, Procurement Annual Business Review (BR output) Vendor Mgmt Annual Head of Infrastructure, Pillar Leads, Procurement RFP / Sourcing Decision Records Vendor Mgmt Per event Head of Infrastructure, Procurement, Finance, Legal, * Head of Infrastructure / Infrastructure Services Director * Pillar Leads (Network, Compute & Storage, Cloud, Automation, Monitoring) * Pillar Operations Teams * Procurement * Legal * Finance Business Partners * GTS PMO (Project Management Organization) * Service Desk * Strategic Vendors (Cisco, Microsoft, AWS, Broadcom, AT&T, etc.) * Sustainability Leads Success Metrics / KPIs (First 12 Months) * 100% of tier-1 vendor QBRs executed on schedule with documented outcomes. * On-time monthly delivery of the consolidated KPI/SLA Dashboard with > 95% data quality. * Master Vendor Portfolio Register kept fully current with monthly refresh cycles. * Demonstrable cost savings via renegotiation, consolidation, or optimization (target: 3-5% of in-scope contract value). * Measurable improvement of MTTR on P1/P2 incidents vs prior baseline.