We are looking for an experienced Service Manager within the telecommunications and critical infrastructure sector, with a strong focus on international clients and service excellence. The selected candidate will act as the main point of contact for strategic customers, ensuring high-quality service delivery, SLA compliance, and long-term client satisfaction in a complex, multinational environment.
Key Responsibilities
- Act as the primary service interface for assigned international customers, covering operations and maintenance.
- Lead governance and service review meetings, understanding technical needs and proposing continuous improvements.
- Define, monitor, and manage KPIs and SLAs to ensure service performance targets are met.
- Prepare and deliver executive service reports for clients and senior management.
- Manage service escalations, coordinating internal teams and external partners.
- Design and implement service improvement plans when performance does not meet expectations.
- Support commercial and pre-sales teams in new service proposals, renewals, and contract extensions.
Required Skills & Experience
- University degree in Engineering (Telecommunications, Industrial, Computer Science, or similar).
- Minimum 5 years of experience in similar roles: Service Management, Customer Service Management, Project Management, or client-facing roles within telco / IT environments.
- Strong knowledge of the telecommunications market, including services, technologies, operators, and suppliers.
- Proven experience managing international and multinational clients.
- Strong ability to interact with senior stakeholders.
- Analytical mindset with a strategic and customer-oriented approach.
- Fluent English (minimum B2–C1) is mandatory. Additional languages are a plus.
- ITIL certification or similar frameworks are highly valued.
Profile We Are Looking For
- Bilingual, international profile, comfortable working in multicultural environments.
- Strong customer focus and service quality mindset.
- Ability to manage high-pressure situations and critical service scenarios.
- Excellent communication, organizational, and coordination skills.
- Proactive, adaptable, and continuous-improvement oriented attitude.
What We Offer
Madrid | Hybrid work model
Full-time
International & multicultural environment
- 31 days of paid vacation per year.
- Competitive compensation package with fixed salary + variable bonus.
- Attractive social benefits package .