IT Service Manager | Graduates

Description

The IT Service Manager, Level 2 Support is 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 in Iberia and operates in an international environment, with English as the primary working language. 1. Incident & Operations Management 2. Service Governance 3. Reporting & Dashboards 4. Financial & Contract Governance 5. Tooling & Access Management 1. Academic Background 2. Professional / Methodological Skills 3. Tools & Platforms 4. Organizational & Leadership Skills 5. Personal Competencies 6. Languages 7. Nice to Have Ref: Level B 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. 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. Conflict-management skills. Ownership and accountability. Customer and service orientation. Ability to work under pressure. Continuous-improvement mindset. Excellent communication and moderation skills. Structured, independent and reliable working style. Strong analytical thinking and prioritization capability. Conflict-management skills. Ownership and accountability. Customer and service orientation. Ability to work under pressure. Continuous-improvement mindset. English: Fluent / business proficiency German: Desirable Spanish: Valuable Portuguese: Valuable English: Fluent / business proficiency German: Desirable Spanish: Valuable Portuguese: Valuable 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 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

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• 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.

• Conflict-management skills.

• Ownership and accountability.

• Customer and service orientation.

• Ability to work under pressure.

• Continuous-improvement mindset.

• English: Fluent / business proficiency

• German: Desirable

• Spanish: Valuable

• Portuguese: Valuable

• Experience in automotive or mobility IT

• Experience in large corporate IT environments

• Exposure to OKR or SAFe

• ITIL certification

• Scrum / Agile certifications

• Experience in audit- or compliance-driven environments

• Experience with cross-company commercial governance

Who Are We?

• Volkswagen Group Services is 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 in Valencia and the Iberia Region with our Global Partners at VW Group.

Company

• Volkswagen Group Services Sucursal en España

Contract

• Unlimited

Department

• IT and Digitalization

What We Can Offer

• Hybrid Work Model

• Home Office Equipment Support

• Flex Work Schedule

• International Remote Work Policy

• Career Development Trainings

• Monthly Extra Allowances

• VW Group and Partnership Brands Discounts

• Employee Support Program

Shift

• Full-time

Experience

• Graduates

What Requirements Are We Looking For?

• University BS Degree in Information Technology, Computer Science, Engineering, Business oriented or related field.

• ITIL certification

• Scrum / Agile certifications

• SAFE Certification

• AWS Certification

• 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.

• JIRA

• Confluence

• AWS

• AWS QuickSight

• ITSM / ticketing platforms

• Reporting / dashboarding tools

• Access Management tools

What Will Your Responsibilities Be?

• Own and operate the Central Incident Board, including critical incidents, SLA tracking, overdue tickets and escalation follow-up.

• Govern operational JIRA boards and 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 maintain audit-compliant operational processes.

• Drive Shift-Left governance through structured Knowledge Transfer between L3 / Product teams and L1/L2 support.

• Monitor recurring incidents, escalation trends and operational bottlenecks.

• Prepare, facilitate and follow up on Joint Governance Boards.

• Act as the main operational Single Point of Contact for service topics.

• Coordinate service topics across product, support and platform teams.

• Track actions, decisions, escalations and dependencies.

• Align governance activities with OKR and PI Planning cycles where applicable.

• Support the continuous evolution of the service operating model.