IT Service Manager

Description

Position Summary: We are seeking an experienced IT Service Management professional for a key role in managing and coordinating IT services, leading teams and participating in decision-making to improve service quality. Key Highlights: 1. Team leadership and IT services coordination 2. Active participation in strategic decision-making 3. Continuous improvement in a dynamic technological environment At Accenture, we believe technology is the engine for the total reinvention of the company. We work with leading platforms and market partners to drive our clients’ businesses through digitalization, AI, and data. If you want to be part of a Great Place To Work® and join a team of over 801,000 professionals worldwide, keep reading: JOB DESCRIPTION We are seeking an experienced IT Service Management professional who wants to assume a key role in managing and coordinating IT services. The selected candidate will work collaboratively—leading teams, interacting with multiple departments, and actively participating in decisions impacting service quality. This position combines operational leadership, service governance, and continuous improvement within a dynamic, high-impact technological environment. RESPONSIBILITIES * Manage and operate IT services aligned with defined Service Level Agreements (SLAs) and quality standards. * Coordinate incident management under the ITIL framework, ensuring efficient, business-oriented resolution. * Oversee IT infrastructure and operations to ensure service stability, security, and performance. * Identify and implement continuous improvements in processes, tools, and the operational model. KEY ACCOUNTABILITIES * Lead and coordinate IT support and operations teams, ensuring proper task prioritization and execution. * Govern service delivery by monitoring KPIs, managing critical incidents, and reporting to stakeholders. * Ensure correct application of ITSM and ITIL Incident Management practices in complex, multi-team environments. * Collaborate with cross-functional teams (infrastructure, cloud, security, and business) to optimize service performance. * Support evolution of the operational model, including automation initiatives, process improvements, and coordination of small-scale projects. REQUIREMENTS * Expert experience in IT Service Management (ITSM). * Expert knowledge of ITIL Incident Management. * Minimum 2 years of experience in IT service management, operations, or service delivery roles. * University degree in Computer Science, Engineering, or related technical fields. DESIRABLE QUALIFICATIONS * Knowledge of AWS Cloud Computing. * Strong problem-solving skills in critical operational environments. * Communication skills for coordination with technical teams and stakeholders. * Analytical capability for data-driven decision-making. * Basic experience in project or improvement initiative coordination. WORK MODE AND LOCATION This position is based in Madrid under a hybrid work model: some days working remotely from home and others onsite at the office, enabling meaningful synergies with your team. Residency in Spain and valid Spanish work authorization are mandatory. BENEFITS AND COMPENSATION At Accenture—a Great Place To Work® certified company—we champion a hybrid work model that, powered by technology and our facilities, enables essential human connection when working with our teams and clients. This connection helps sustain our inclusive and diverse culture—and according to Refinitiv, makes us the most diverse company in the world. Additionally, we offer other benefits such as: * Health, life, and accident insurance * Medical services and wellness programs * Flexible compensation plan and stock purchase program * Flexibility programs (flexible hours, personal days, vacation time, etc.) * Personalized learning and development path * Sustainability programs and Accenture Foundation initiatives * Employee networks focused on diversity * Other benefits: Bankinter office with special conditions and profit-sharing