IT Service Manager

Capitole Consulting keeps growing and we want to do it with you! 💙

Are you a passionate IT 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 the single point of contact for major incidents, coordinating all stakeholders.

• Log, classify, prioritize, and assign all incoming incidents in the ITSM platform.

• Monitor incident queues and enforce SLA compliance.

• Produce timely Major Incident communications and post-incident reports.

• Drive end-to-end incident lifecycle management from 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 coordinate Root Cause Analysis (RCA) sessions with 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.

• Proactively perform trend analysis on incident data to 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 roles

• ITIL 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 training so you can use it for whatever you want (technological events, books, training, certifications, etc.).

🔹 Follow up with your team every month to have continuous feedback.

🔹 Full Remote.

🔹 Time flexibility to help you balance your professional/family life.

🔹 Private medical insurance paid 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 Buildings every 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, a GREAT TEAM!

Don't you know us yet? Discover us!! https://capitole-consulting.com/

See what they think of us 👀

https://www.glassdoor.es/Opiniones/Capitole-Consulting-Opiniones-E2060890.htmlE2060890.html

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.