We are looking for a skilled Service Manger to join our team and play a key role in overseeing the resolution of incidents, ensuring compliance with SLAs and OLAs, and leading process improvements. As an Incident Manager, you will be responsible for coordinating cross-functional teams, handling critical incidents, and maintaining the highest standards of service quality. If you’re a proactive leader with a passion for IT operations, this is the role for you!Key Responsibilities:Supervise and coordinate the resolution of incidents in line with SLAs and OLAs.Act as the liaison between teams, clients, and stakeholders to ensure smooth incident management.Conduct post-mortem analyses, identify root causes (RCA), and implement preventive measures.Monitor system performance in real time, ensuring compliance with service standards and quality metrics.Lead and mentor the Control Tower team, providing support and training to ensure optimal performance.Generate executive reports, maintain proactive communication, and manage service expectations.Oversee monitoring tools, encourage automation, and participate in the continuous improvement of technologies.Assess and manage risks, develop mitigation plans, and prepare for critical incidents.Required Technical Skills:ITIL certification.Experience with ITSM tools, especially ServiceNow.Familiarity with monitoring tools, particularly Datadog.Proven experience in creating and managing dashboards.Experience working with Agile, Scrum, or Kanban methodologies.Knowledge of cloud platforms such as AWS, Azure, or Google Cloud.Basic understanding of virtualization and containers (VMware, Docker, Kubernetes).Ability to work with operational data using tools like Excel (Advanced), Power BI, or basic SQL.Basic scripting skills for automating incident management tasks (e.g., Python, PowerShell, Bash).Fluent English (C1 level or higher).Desired Personal Competencies:Strong leadership abilities with a focus on team development.Excellent communication skills and the ability to express ideas clearly.Problem-solving mindset with the ability to work effectively under pressure.Results-driven with a focus on meeting and exceeding goals.High level of empathy and interpersonal skills.Strong analytical thinking and initiative for continuous improvement.We Offer:Contract Type: Permanent.Location: Madrid.Job Type: Full-TimeSchedule: flexibleMeal Vouchers.Training Plan and Career Development Opportunities.Who We AreEconocom Services is a key part of the Econocom Group, Europe’s leading digital transformation partner for large and medium-sized enterprises and public organizations. In Spain, Econocom Services achieved a turnover of €70M in 2022 with 850 dedicated professionals. Our IT services are structured across five main areas:Service Desk InnovationModern WorkplaceAdvanced Managed ServicesPublic and Hybrid Cloud SolutionsManaged Security Services.Econocom Group operates in 16 countries, with over 8,000 employees and €2.7 billion in revenue in 2022. Listed on Euronext Brussels, the group is recognized for its strong values and commitment to innovation and diversity.Our Commitment to DiversityWe value each individual for their skills and abilities, regardless of gender, sexual orientation, disability, nationality, or age. Diversity and inclusion are fundamental pillars of our teams.Why Join Us?At Econocom, we offer an opportunity to work on cutting-edge projects, grow your skills, and be part of an inclusive and innovative team. Ready to take your career to the next level?If you're ready to take on new challenges in a fast-paced environment and lead a team to success, we would love to hear from you. Apply today!