IT Service Manager

Who Are We?

Volkswagen Group Services is a Volkswagen Group company oriented towards working for Group companies worldwide. 

We provide services in the areas of production, logistics, data engineering (IT), engineering, consulting, quality, business services, human resources, communication, and administrative and financial services.

We are focused on our clients’ activities and take responsibility for carrying them out on their behalf.  

We are currently hiring a IT Service Manager to join our IT Operations Hub for our new projects in Valencia and the Iberia Region with our Global Partners at VW Group. 

What Will Your Responsibilities Be?

The IT Service Manager, Level 2 Support is responsible for the end-to-end operational governance, service performance and continuous improvement of a Level 2 IT Support service.

The role acts as the central point of contact across business stakeholders, support teams, product teams, engineering teams and internal service functions, ensuring stable service delivery, SLA compliance, effective incident governance and transparent operational reporting.

The position is based in Iberia and operates in an international environment, with English as the primary working language.

1. Incident & Operations Management

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  • Own and operate the Central Incident Board, including critical incidents, SLA tracking, overdue tickets and escalation follow-up. 
  
  
  • Govern operational JIRA boards and ensure alignment with the relevant IT tool landscape. 
  
  
  • Ensure proper incident qualification, prioritization and escalation across L1, L2 and L3. 
  
  
  • Coordinate Major Incident handling when required. 
  
  
  • Define and maintain audit-compliant operational processes. 
  
  
  • Drive Shift-Left governance through structured Knowledge Transfer between L3 / Product teams and L1/L2 support. 
  
  
  • Monitor recurring incidents, escalation trends and operational bottlenecks. 
  
  
  
  

2. Service Governance

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  • Prepare, facilitate and follow up on Joint Governance Boards. 
  
  
  • Act as the main operational Single Point of Contact for service topics. 
  
  
  • Coordinate service topics across product, support and platform teams. 
  
  
  • Track actions, decisions, escalations and dependencies. 
  
  
  • Align governance activities with OKR and PI Planning cycles where applicable. 
  
  
  • Support the continuous evolution of the service operating model. 
  
  
  
  

3. Reporting & Dashboards

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  • Own Monthly Operations Reviews and regular service-performance reporting. 
  
  
  • Define, monitor and report relevant service KPIs. 
  
  
  • Consolidate operational data from support teams, product teams and reporting sources. 
  
  
  • Provide trend analysis and management-level service insights. 
  
  
  • Coordinate and technically steer AWS QuickSight experts where required. 
  
  
  • Ensure transparency on SLA performance, backlog, incident trends and service stability. 
  
  
  
  

4. Financial & Contract Governance

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  • Contribute to annual budget planning, including SP, PR, SLA and KÜE topics where applicable. 
  
  
  • Support quarterly invoicing governance and budget controlling. 
  
  
  • Coordinate and manage:
    
    
    
    • KÜEs / Cost Transfer Agreements
    
    
    • SLAs / SLCs 
    
    
    • Carve-out contract packages 
    
    
    • DTA appendices 
    
    
    
    
  
  
  • Track service-cost development and budget consumption. 
  
  
  • Support commercial discussions related to service scaling and additional scope. 
  
  
  • Collaborate with Finance, Legal, Procurement and Contract Management. 
  
  
  
  

5. Tooling & Access Management

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  • Govern Access Management for the service. 
  
  
  • Coordinate onboarding and role management for key users. 
  
  
  • Ensure required permissions, tools and operational accesses are available. 
  
  
  • Maintain proper service documentation and governance models in Confluence. 
  
  
  • Support JIRA / Confluence governance and reporting standards. 
  
  
  • Ensure operational tooling supports auditability and service transparency. 
  
  
  
  

What Requirements Are We Looking For?

1. Academic Background

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  • University BS Degree in Information Technology, Computer Science, Engineering, Business oriented or related field.
  
  
  • ITIL certification
  
  
  • Scrum / Agile certifications
  
  
  • SAFE Certification
  
  
  • AWS Certification
  
  
  
  

2. Professional / Methodological Skills

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  • Strong experience in IT Service Management in complex enterprise environments. 
  
  
  • Strong understanding of Incident, Problem and Change Management. 
  
  
  • Experience in service governance, SLA management and escalation processes. 
  
  
  • Advanced experience with JIRA & Confluence. 
  
  
  • Experience defining KPIs and producing operational / management reporting. 
  
  
  • Solid understanding of contracts, budgets and financial steering. 
  
  
  • Experience with KÜE, SLA / SLC, invoicing or comparable internal charging models is valuable. 
  
  
  • Experience coordinating distributed and international teams. 
  
  
  • Experience in service transition, ramp-up or Knowledge Transfer activities.
  
  
  
  

3. Tools & Platforms

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  • JIRA 
  
  
  • Confluence 
  
  
  • AWS 
  
  
  • AWS QuickSight 
  
  
  • ITSM / ticketing platforms 
  
  
  • Reporting / dashboarding tools 
  
  
  • Access Management tools 
  
  
  
  

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4. Organizational & Leadership Skills

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  • Strong stakeholder management across operations, Product Owners and management. 
  
  
  • Cross-team and cross-company coordination. 
  
  
  • Confident board preparation and facilitation. 
  
  
  • Clear escalation and decision-making capability. 
  
  
  • Ability to structure complex operational topics. 
  
  
  • Strong ownership mindset for service stability, governance and cost control. 
  
  
  • Ability to operate effectively in an international matrix organization. 
  
  
  
  

5. Personal Competencies

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  • Excellent communication and moderation skills. 
  
  
  • Structured, independent and reliable working style. 
  
  
  • Strong analytical thinking and prioritization capability. 
  
  
  • Conflict-management skills. 
  
  
  • Ownership and accountability. 
  
  
  • Customer and service orientation. 
  
  
  • Ability to work under pressure. 
  
  
  • Continuous-improvement mindset. 
  
  
  
  

6. Languages

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  • English: Fluent / business proficiency 
  
  
  • German: Desirable 
  
  
  • Spanish: Valuable 
  
  
  • Portuguese: Valuable 
  
  
  
  

7. Nice to Have

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  • Experience in automotive or mobility IT 
  
  
  • Experience in large corporate IT environments 
  
  
  • Exposure to OKR or SAFe 
  
  
  • ITIL certification 
  
  
  • Scrum / Agile certifications 
  
  
  • Experience in audit- or compliance-driven environments 
  
  
  • Experience with cross-company commercial governance
  
  
  
  

What We Can Offer

• Hybrid Work Model


• Home Office Equipment Support


• Flex Work Schedule


• International Remote Work Policy


• Career Development Trainings


• Monthly Extra Allowances


• VW Group and Partnership Brands Discounts


• Employee Support Program

For more information on our data processing activities and your rights as a data subject, please consult our privacy policy.

Ref: Level B