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, flexible, 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 .