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Position Summary: We are seeking a Technology Services Implementation and Operational Models Specialist Consultant to design, implement, and optimize operational and service governance models, ensuring quality and efficiency. Key Highlights: 1. Design and optimization of efficient operational models. 2. Lead service quality and IT governance. 3. Manage continuous service improvement. **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 including 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 core. We are currently seeking a **Technology Services Implementation and Operational Models Specialist Consultant** for an ongoing project, whose primary mission will be to design, implement, and optimize operational and service governance models—ensuring quality, efficiency, continuous improvement, as well as 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 service quality and IT governance, including definition of standards, methodologies, and frameworks. * Manage continuous service improvement by identifying opportunities for optimization and automation. * Lead consulting projects on customer and user experience—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 summaries for service monitoring and strategic decision-making. * Collaborate with multidisciplinary teams, clients, and stakeholders to ensure service excellence. * Stay current on trends, tools, and best practices in service management and customer experience. * **What can we offer you?** * Permanent contract offering job stability and the opportunity to join a solid, rapidly growing company. * Full-time position. * Access to an exclusive employee benefits and discounts 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 inclusion of persons with disabilities. Therefore, at Servinform Group, we regard equality and diversity as fundamental drivers of social progress, working daily to achieve 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 in 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 development. * Strong coordination skills, strategic vision, and orientation toward continuous improvement.
