Technical Service Manager | Madrid

Description

Job Summary: We are seeking a Technical Service Manager to lead the governance, operation, and evolution of IT infrastructure services, providing technical and service coordination between the client and internal teams. Key Highlights: 1. Lead governance, operation, and evolution of IT infrastructure services. 2. Key technical and service coordination between client and internal teams. 3. Role combines technical vision, management, and service orientation. 1 Opening Madrid ### **Role description** **We’re still looking for talent… and we’d love for you to join our team!** To help you get to know us better: UST is a U.S.-based multinational certified as a Top Employer and Great Place to Work, with over 35,000 employees globally across more than 35 countries. We are leaders in digital technology services and deliver large-scale technology solutions to major enterprises. **What are we looking for?** We seek a **Technical Service Manager** to lead the governance, operation, and evolution of IT infrastructure services, acting as the key **technical and service coordination** point between the client and internal teams. The role combines **technical vision**, **management capability**, and **service orientation**, ensuring SLA compliance, operational quality, and alignment with the client’s strategic objectives. **Location**: Madrid **Work model**: 100% remote for candidates based in Madrid **Working hours**: Mon–Fri, 09:00–18:00 **Key Responsibilities** **Service Governance** * Define and execute the service governance model at strategic, tactical, and operational levels. * Participate in and lead steering committees, technical committees, and executive committees. * Ensure compliance with SLAs, KPIs, and OLAs, managing deviations and action plans. * Prepare and present service reports at both executive and technical levels. **Technical Infrastructure Management** * Oversee on-premise, cloud, and hybrid infrastructure services (servers, networks, systems, middleware, and platforms). * Coordinate resolution of critical incidents, recurring problems, and significant changes. * Validate technical decisions and architectural evolutions together with architects and specialized teams. * Guarantee compliance with security, business continuity, and regulatory standards. **Operational Coordination** * Act as the single technical–operational point of contact for the client. * Coordinate multidisciplinary teams (operations, systems, cloud, security, and vendors). * Ensure proper demand planning, capacity management, and maintenance windows. * Manage vendors and third parties involved in service delivery. **Continuous Improvement and Evolution** * Identify opportunities for operational optimization, automation, and cost efficiency. * Drive continuous improvement initiatives, modernization, and adoption of best practices (ITIL, DevOps, SRE). * Propose service evolution roadmaps aligned with business needs. **Technical Requirements** * Experience managing **IT infrastructure services** in complex environments. * Solid knowledge of: + **On-premise**, **cloud (AWS, Azure, GCP)**, and **hybrid infrastructure**. + **Linux and Windows** operating systems. + Networking, security, **high availability**, and business continuity. + **Monitoring, ticketing, and CMDB tools**. * Experience with **IT governance models** and managed service operations. * Experience in **automation, DevOps, SRE, or FinOps** is desirable. **Management and Business Requirements** * Proven experience as a **Service Manager / Technical Service Manager / Service Head**. * Strong knowledge of **ITIL and service management** (ITIL certification is a plus). * Ability to interact effectively with **technical and executive stakeholders**. * Clear **customer orientation**, service quality focus, and results-driven mindset. * Experience with **large accounts** or **regulated environments** (banking, insurance, utilities, public sector). **What do we offer?** * 23 working days of vacation plus December 24th and 31st. * Extensive social benefits (health insurance, remote work allowance, life insurance, accident insurance). * Flexible Compensation Program (meal card, childcare vouchers, transport card, online English classes, health insurance for your family…). * Free access to multiple training platforms. * Job stability and professional growth. * We operate an internal referral compensation program. * Option to receive your salary in either 12 or 14 installments. * Work–life balance measures (flexible hours, remote work, specialist advisory support (psychologist, nutritionist, personal trainer), shortened Friday and summer hours depending on project). * UST Club platform offering discounts and gym discounts. **If you’d like to learn more, don’t hesitate to apply—we’ll contact you shortly to provide further details about the position! We’re waiting for you!** **At UST, we are committed to equal opportunity throughout our recruitment processes and do not discriminate on the basis of race, gender, disability, age, religion, sexual orientation, or nationality. We are committed to inclusion for people with disabilities and actively promote hiring individuals holding official disability certification.** ### **Skills** windows server,it infrastructure management,on\-premise infrastructure,security, ### **About UST** UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future\-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.