Service Manager

Description

Job Summary: Act as the primary advocate and strategic liaison between Gigas Hosting and our B2B customers, ensuring excellence in service delivery and maximizing customer satisfaction. Key Highlights: 1. Strategic role in B2B customer management and service delivery. 2. Leadership in operational governance of technology environments. 3. Focus on continuous improvement and service optimization. * Permanent contract * Full-time * Hybrid (Alcobendas, Madrid, Spain) * Service Management **Job Mission** Act as the primary advocate and strategic liaison between Gigas Hosting and our B2B customers, ensuring excellence in the delivery of contracted services. The purpose of this role is to ensure compliance with Service Level Agreements (SLAs), maximize customer satisfaction, and lead the operational governance of customers' technology environments. This includes comprehensive oversight of Cloud Datacenter solutions (managed or unmanaged), Backup services, Cybersecurity, and Telco connectivity (Dedicated Circuits, FTTH lines, etc). **What responsibilities and tasks will you handle?** * Incident Management and Escalation Tracking. * Service Governance and Service Committees. * Onboarding and Customer Accompaniment. * Continuous Improvement and Optimization. * Service Delivery Management. * Documentation and Process Maintenance. * Ongoing Reporting. * 360-degree Customer Management within the organization. **Minimum Requirements** * 5 years of experience in customer management within Cloud and Telco environments. * 2 years of experience managing technical teams. Valuable certifications or courses include: * LPIC * RHCA * Veeam * NSE Fortinet * VMware **Which competencies would we like you to possess?** * ITIL and AGILE methodologies. * Data management and reporting. * Empathy in accurately interpreting customer issues. * Rapid resolution of both technical and team-related problems. * Empathy toward customers and internal teams. * Clear communication of ideas, proposals, and directives. * Ability to maintain strong relationships with the team and foster harmony. * Assertiveness. * Active listening. **What do we offer?** * Permanent contract. * Compensation composed of fixed and variable components. * Office hours with flexibility in start and end times. * Hybrid work model (2 days remote, 3 days in office). * Flexible Compensation Plan via Cobee. * Excellent working environment. * Permanent contract * Full-time * Hybrid (Alcobendas, Madrid, Spain) * Service Management