Service Operations Practitioner
hace 7 días
Tecnología 38 minutes ago
3 Years of experience
Description
Location:
Madrid, Spain (Hybrid – 2 days on-site per week)
Contract Type:
Long-term
About The Role
We are seeking a
Service Management Process Designer / Consultant
with strong expertise in
ITIL
and
Service Operations
to design and document our new
global Monitoring & Event Management process
.
In this role, you will conduct a thorough analysis of existing practices, benchmark them against
ITIL 4 standards
, and create a detailed, globally applicable
process framework
. You will work closely with our monitoring product teams, collaborating both remotely and on-site to ensure alignment and successful implementation.
Key Responsibilities
- Design and document global Service Management processes, focusing on Monitoring, Event Management, and Availability Management.
- Analyze and evaluate current operational processes, identifying opportunities for optimization and alignment with ITIL 4 best practices.
- Collaborate closely with global and local teams to ensure the new process design is consistent, efficient, and implementable.
- Provide clear and comprehensive process documentation for global rollout.
- Contribute expertise to improve observability, infrastructure, and application monitoring practices across the organization.
Requirements
Qualifications & Skills
- Proven experience in Service Operations or Service Management roles.
- Strong knowledge of ITIL frameworks (ITIL 4 certification is highly preferred).
- Hands-on experience in process design and implementation within an enterprise environment.
- Familiarity with Monitoring and Observability tools (e.g., Splunk – training can be provided).
- Background in IT Operations, particularly in Event Management, Availability Management, or Monitoring.
- Excellent analytical and documentation skills.
- Fluent in English (Spanish is not required).
Preferred Qualifications
- Experience working on global process initiatives.
- Understanding of infrastructure and application monitoring tools and their role in service reliability.
- Consulting experience or previous involvement in process transformation projects.
Location (Hybrid)
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