**Description:** ---------------- Servinform is a solid and rapidly growing company with nearly 50 years of experience in technology and business solutions. We have over 6,000 professionals and operate in Spain, Portugal, Italy, and Colombia, serving sectors such as banking, insurance, energy, public administration, IT, and telecommunications. We deliver BPO, call center, communications, sales, customer service, and digital marketing services to more than 1,500 clients, operating under a Smart Business model that integrates technology and artificial intelligence to drive results—always keeping people at the center. We are currently seeking an **Expert Consultant for Technological Services Implementation and Operational Model Deployment**, for a project in full development. Your primary mission will be to design, implement, and optimize operational and service governance models, ensuring quality, efficiency, continuous improvement, and an outstanding customer and user experience. **What will your responsibilities be?** * Design, develop, and optimize efficient operational models aligned with service objectives and user needs. * Lead IT service quality and governance, including defining standards, methodologies, and frameworks. * Manage continuous service improvement by identifying optimization and automation opportunities. * Lead customer and user experience consulting projects—from needs identification through solution implementation. * Design, define, and maintain the service portfolio and catalog. * Define, implement, and monitor SLAs and KPIs, ensuring compliance and evolution. * Define and implement management methodologies (agile and traditional). * Establish service control and management models. * Design and implement quality plans and associated processes (service level management, availability, capacity, etc.). * Implement user support processes and standards to ensure a consistent, high-quality experience. * Analyze data, metrics, and trends to identify improvement opportunities. * Prepare reports, dashboards, and performance reports to monitor service delivery and support strategic decision-making. * Collaborate with multidisciplinary teams, clients, and stakeholders to ensure service excellence. * Stay up to date on trends, tools, and best practices in service management and customer experience. * **What can we offer you?** * Indefinite-term contract offering job stability and the opportunity to join a solid, rapidly growing company. * Full-time position. * Access to an exclusive employee benefits and discount portal. * Position location: Madrid. * Competitive salary commensurate with your professional background and contribution to the role. **\*\*No sector of our society can be understood without gender equality and the inclusion of persons with disabilities. Therefore, at the Servinform Group, we regard equality and diversity as fundamental drivers of social progress, working daily toward achieving this goal.\*\* **Requirements:** --------------- * University degree in Computer Science, Telecommunications, Engineering, or related fields. * Certification in agile methodologies (Scrum, Kanban, Lean, XP), such as PSM, CSM, or internationally recognized equivalents. * Minimum 3 years’ experience managing and coordinating technology services or projects. * Experience in defining, implementing, and optimizing operational models. * Knowledge of SLA/KPI management, service quality, and continuous improvement. * Experience in data analysis, reporting, and dashboard creation. * Strong coordination skills, strategic vision, and orientation toward continuous improvement.
David Muñoz
Indeed · HR
David Muñoz
Indeed · HR
