I_Service & Delivery Management Analyst
Country: Spain
JOB DESCRIPTION – Service Management

Position Title: Service Management Specialist Málaga
Division/Soc: IT /SCIB IT
Area: Service & Delivery Management
Location: Málaga

SCIB IT is looking for a Service Management Specialist based in our Málaga office.

WHY YOU SHOULD CONSIDER THIS OPPORTUNITY

At Santander CIB ( www.santandercib.com ) we are key players in the transformation of the financial sector. Do you want to join us?

Santander Corporate & Investment Banking (Santander CIB) is Santander's global division that supports some of the world's most complex and sophisticated corporate and institutional clients, offering customized services and value-added wholesale products to best meet their needs.

We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Santander is proud of being an organization where there are equal opportunities regardless of gender identity, culture, and disability. Our mission is to contribute to help more people and business prosper.

WHAT YOU WILL BE DOING

As a service management specialist, you will be responsible that SCIB services and framework meets the domains needs and enable strategic business goals to be achieved. You will do this by ensuring the process’s implementation is aligned with the defined standards and procedures.

We need someone like you to help us in different fronts:

• Understanding of Information Technology Infrastructure Library (ITIL) concepts and functions, to be able to apply those concepts with a practical approach. (Processes are the way, not the objective)
• Manage problem investigations to ensure the root cause is properly identified and improvement plan implemented.
• Validates the incident & problem tickets in Service Now are registered according to the defined best practices, to support data quality.
• Develop and maintain good relationships with the SCIB domains to act as an interface between business and IT teams.
• Define indicators which allows measure the service quality and enable the decision making based on data.
• Analyze processes and recommend improvements, to ensure continuous improvements.
• Ensure the process documentation is at the best quality level.
• Lead the transformation on the way of working across our organization.

EXPERIENCE

• Have experience reporting and analyzing KPI´s
• Have experience in process and procedure documentation.
• Elaborates Post – Mortem reports.

EDUCATION

Bachelor’s Degree in Computer Science, Information System, IT Engineering or similar. Master’s degree in finance, Business or Computer Science is an advantage

SKILLS & KNOWLEDGE

• Be innovative and creative, to suggest improvement actions.
• Knowledge of Six Sigma, Kaizen, Lean
• Think out of the box
• Problem analysis and solving capabilities.
• Have a good communication & collaboration ability.
• Be able to adapt & embrace change.
• Be able to deal with complexity and uncertainty
• Have a good level of English
• Team and Stakeholders Management
• Fluent in English. Knowledge of Spanish is an advantage

JOB-SPECIFIC COMPETENCIES

• The candidate is expected to have hands-on experience implementing IT processes & Best practice standards across the organization.
• Experience in process improvement, based on Data Driven Model.
• Demonstrable experience changing the IT operations process & procedures-
• KPI´s definition and implementation.

If you want to know more about us, follow us on:

https://www.linkedin.com/company/santander-corporate-investment-banking/

https://es.linkedin.com/company/banco-santander

https://www.betechwithsantander.com/en/home