If you want to work towards a more sustainable and responsible world, at CAF Digital Services we believe in and work on sustainable mobility, one of the main challenges facing today's society. At CAF Digital Services, we develop and operate innovative digital solutions (SaaS) focused on intelligent maintenance and railway operations. We are committed to professionalized service management based on ITIL, with a clear focus on customer orientation and service quality. As part of our growth, we are looking to strengthen our team with a customer-oriented **Service Manager** who will lead service delivery and evolution with a transversal and strategic vision. **What do we offer you?** **Positive Work Environment:** You will become part of a highly qualified team surrounded by people with strong collaborative spirit, where you will find a close and very pleasant atmosphere. **Work-Life Balance:** Our hybrid model will allow you to perfectly balance your family and professional life. **Learning and Autonomy:** We will encourage you to work autonomously, supported by our training programs, with a highly technological product and in an international market. **Security and Stability:** CAF has been working for over 100 years on a path extending into the future, providing you with the security you need. **What will make you succeed in this role?** * Bachelor’s degree in Industrial Engineering, Computer Science or Telecommunications * Strong customer and service quality orientation. * ITIL v3/v4 certification required. * Minimum of 2 years of experience in IT service management with direct client interaction. * Experience in contract management and service level agreement (SLA) compliance. * Experience with SaaS services or digital solutions in industrial/railway environments. * Knowledge of service management tools (ITSM) and performance metrics. * Proactive, good listener, empathetic, and leadership skills. * Ability to communicate effectively with different levels (technical, operational, executive). * Analytical mindset for monitoring and improving service indicators. **What will be your mission in the company?** Your mission will be to coordinate service delivery to one or multiple clients, managing all contractual, operational, and relational aspects of the service. **Position Responsibilities:** * Serve as the single point of contact for the client in service management: preventive, corrective, and evolutionary. * Plan and coordinate the delivery of contracted services, ensuring execution according to established commitments. * Specify, negotiate, monitor, and ensure compliance with client requirements, both technical and functional. * Lead customer support, guaranteeing smooth, professional communication focused on satisfaction and retention. * Act as the main contact during technical presentations and negotiations with the client. * Conduct customer training on functionalities, service usage processes, or newly implemented upgrades. * Lead periodic customer review meetings, including preparation, KPI analysis, report generation, and driving improvement initiatives. * Assess and mitigate service delivery risks, proposing preventive or corrective action plans. * Monitor strategic customers to identify needs and promote new developments or service expansions. * Coordinate and monitor technical or service subcontracting related to customer delivery. * Evaluate and mitigate service delivery risks, proposing preventive or corrective action plans. Therefore, if you are interested in working at a digital company striving for a more sustainable and responsible world, committed to equal opportunities and with an Equality Plan, do not hesitate—**apply for the position now.**