IT Service Manager – Level 2 Support

About the role

Volkswagen Group Services is looking for an IT Service Manager (Level 2 Support) to lead operational governance, service performance and continuous improvement for its IT support services. Based in the Iberia region, you will work in an international environment with English as the primary language.

Key responsibilities

• Own and operate the Central Incident Board, handling critical incidents, SLA tracking and escalation follow‑up.
• Govern operational JIRA boards, ensure alignment with the IT tool landscape and drive Shift‑Left knowledge transfer.
• Prepare, facilitate and follow up on Joint Governance Boards as the main operational Single Point of Contact.
• Produce monthly operations reviews, service‑performance reporting and KPI dashboards, coordinating AWS QuickSight experts when needed.
• Contribute to budget planning, quarterly invoicing, and manage contracts, SLAs, cost‑transfer agreements and commercial discussions.
• Manage access provisioning, onboarding of key users and maintain service documentation in Confluence.

Required profile

• University BS degree in IT, Computer Science, Engineering or a related field.
• ITIL certification and Scrum/Agile or SAFe certifications; AWS Professional certification is a plus.
• Strong experience in IT Service Management, incident/problem/change management and service governance in large enterprise environments.
• Proven ability to define KPIs, produce operational reports and manage budgets, contracts and cost models.
• Excellent stakeholder management, cross‑team coordination and ability to operate in a matrix organization.
• Fluent English; German, Spanish or Portuguese are valuable.

Required skills

• JIRA and Confluence
• AWS (including AWS QuickSight)
• ITSM/ticketing platforms
• Reporting and dashboarding tools
• Access Management tools
• ITIL framework
• Scrum, Agile and SAFe methodologies

What we offer

• Hybrid work model with international remote work policy
• Home‑office equipment support and flexible work schedule
• Career development trainings and monthly extra allowances
• Discounts on VW Group and partner brands
• Employee support program