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.