ITSM & Vendor Management Specialist – Global Infrastructure Service Delivery (GISD)
5 days ago
Barcelona
Descripción del Trabajo: ⚡We are your Energy Technology Partner. We electrify, automate, and digitalize every industry, business, and home, driving efficiency and sustainability for all. At Schneider Electric, our values – IMPACT (Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork) – are the foundation of everything we do. Becoming an Impact Maker means turning sustainability ambitions into actions at the intersection of automation, electrification, and digitization. Are you ready to lead the digital transformation to create a more sustainable world?🌳 If you are up to challenge your creativity and make an impact, we are excited to welcome you! Schneider Digital is the digital department of Schneider Electric, leading the digital transformation in the company by giving support globally to our internal teams and our clients. Schneider Digital consists of 6 Digital Hubs worldwide which are strategically located to ensure a 24/7 support across the company (France, China, India, USA, Mexico and Spain). Our Digital Hub in Barcelona is formed by +450 employees working in strategic projects and different roles such as Data, Cybersecurity, ERP, Cloud, Infrastructures, IT Project Management or Digital Marketing. Schneider Electric is a Fortune 500 global enterprise operating a product-oriented infrastructure model structured around technical pillars (Network, Compute & Storage, Cloud, Automation, Monitoring) and supported by a broad ecosystem of strategic vendors. This model enables specialization and execution at scale, but also creates fragmentation risks across prioritization, standards, financial control, vendor management, and service performance. To address these risks, the Global Infrastructure Service Delivery (GISD) is establishing a Transversal Governance Team whose mission is to govern, assure, standardize, prioritize, and escalate — not to become a second operations organization or a reporting factory. Governance defines direction and control; pillars retain delivery ownership. The ITSM & Vendor Management Specialist is a hybrid, high-impact role that bridges service performance (ITSM) discipline with strategic vendor oversight. The role ensures enterprise-first outcomes, actionable transparency, and effective cross-functional integration with Procurement, Finance, Legal, Security, Enterprise Architecture, and the GTS PMO. While this role combines responsibilities across both ITSM and Vendor Management, we are not seeking a deep subject matter expert in every area. We are looking for a professional with solid experience in one or both disciplines, strong learning agility, adaptability to change, and a willingness to grow alongside a newly established Governance Team. This is a governance-focused position rather than a hands-on infrastructure operations role. The successful candidate will influence outcomes through collaboration, service governance, performance management, and stakeholder engagement across multiple technical pillars. What will you do? Key Responsibilities A. ITSM / Service Performance, Quality & Continuous Improvement - Own and publish the consolidated Infrastructure KPI / SLA Dashboard and monthly Infrastructure Availability & Reliability Report (uptime, MTTR, MTBF, unplanned downtime), ensuring data quality, actionable insights, and timely reporting across all pillars. Maintain the Major Incident & Post-Mortem Register (P1/P2), driving root-cause analysis governance and preventive-action follow-through. - Enforce observability and ITSM process standards (incident, problem, change, request, knowledge) across ServiceNow. - Drive Continuous Service Improvement (CSI) initiatives, tracking benefit realization and presenting outcomes to leadership. - Govern aggregate service health; partner with pillar operations teams which remain accountable for instrumenting their domains. B. Vendor & Contract Management - Produce Vendor Performance Scorecards and coordinate Quarterly Business Reviews (QBRs) and Annual Business Reviews (BRs) for strategic vendors, assessing SLA attainment, delivery quality, responsiveness, strategic alignment, risks, and improvement opportunities. - Act as the single point of governance for assigned strategic vendor relationships, fostering executive engagement while surfacing risks, issues, and opportunities to Infrastructure leadership. - Operate the SLA Breach & Remediation Tracker, driving vendor accountability, corrective-action plans, penalty/credit follow-up, and escalation of material service issues. - Support RFPs, sourcing events, contract negotiations, and renewal planning in partnership with Procurement and Legal, ensuring auditable sourcing decisions and preventing unfavorable auto-renewals. - Identify vendor consolidation, optimization, and cost-efficiency opportunities across the supplier portfolio, supporting financial, operational, and strategic objectives. Key Deliverables Deliverable Area Periodicity Primary Consumers Infrastructure KPI / SLA Dashboard ITSM Real-time (report monthly) Head of Infrastructure, Pillar Leads, Pillar Operations, Business Units Major Incident & Post-Mortem Register ITSM Monthly Head of Infrastructure, Pillar Leads, Pillar Operations, Service Desk Infrastructure Availability & Reliability Report ITSM Monthly Head of Infrastructure, Pillar Leads, Business Units Master Vendor Portfolio Register Vendor Mgmt Monthly update Head of Infrastructure, Pillar Leads, Procurement, Legal Vendor Performance Scorecard Vendor Mgmt Quarterly Head of Infrastructure, Pillar Leads, Procurement Strategic Vendor Review Report (QBR output) Vendor Mgmt Quarterly Head of Infrastructure, Pillar Leads, Procurement Annual Business Review (BR output) Vendor Mgmt Annual Head of Infrastructure, Pillar Leads, Procurement RFP / Sourcing Decision Records Vendor Mgmt Per event Head of Infrastructure, Procurement, Finance, Legal (External) Spanish Qualifications: What qualifications will make you successful for this role? Required Skills and Qualifications - Bachelor's degree in Computer Science, Engineering, IT, or a related discipline. - 6–8+ years of experience in IT infrastructure, governance, service management, vendor management, or related technology functions, including exposure to ITSM and/or vendor governance activities. - Proven ability to collaborate across complex organizations, influence stakeholders without direct authority, and build alignment across cross-functional teams. - ITIL v4 Foundation certification required. - Hands-on expertise with ServiceNow (ITSM, ITOM, modules). - Proven track record defining SLAs/KPIs and building executive-grade dashboards (Tableau strongly preferred). - Solid contract lifecycle management experience: drafting input, renewals, SLA enforcement, exit clauses. - Demonstrated experience negotiating with and managing hyperscalers and tier-1 infrastructure vendors (Cisco, Microsoft, AWS, Broadcom, AT&T, or equivalent). - Financial acumen: TCO, CapEx vs OpEx, chargeback/showback, cost optimization. - Strong cross-functional collaboration skills working with global teams in Procurement, Finance, Legal, Security, and pillar architecture/operations leads. - Excellent written and executive-level verbal communication in English. - Analytical, data-driven, and outcome-oriented mindset; comfortable challenging stakeholders constructively. Preferred Qualifications - COBIT 2019, ISO/IEC 20000, or IAOP Certified Outsourcing Professional (COP). - Foundational level of knowledge of ServiceNow (SNOW). - FinOps Certified Practitioner. - Prior experience in Fortune 500 / multinational infrastructure environments. Key Stakeholders & Interfaces - Head of Infrastructure / Infrastructure Services Director - Pillar Leads (Network, Compute & Storage, Cloud, Automation, Monitoring) - Pillar Operations Teams - Procurement - Legal - Finance Business Partners - GTS PMO (Project Management Organization) - Service Desk - Strategic Vendors (Cisco, Microsoft, AWS, Broadcom, AT&T, etc.) - Sustainability Leads Success Metrics / KPIs (First 12 Months) - 100% of tier-1 vendor QBRs executed on schedule with documented outcomes. - On-time monthly delivery of the consolidated KPI/SLA Dashboard with > 95% data quality. - Master Vendor Portfolio Register kept fully current with monthly refresh cycles. - Demonstrable cost savings via renegotiation, consolidation, or optimization (target: 3–5% of in-scope contract value). - Measurable improvement of MTTR on P1/P2 incidents vs prior baseline. What will you get? We adapt to you: 🕓 With our flexible schedule, you'll have the freedom to adjust your work hours to accommodate your personal needs and responsibilities. 💻 We know how great it is to work from home. With our hybrid work plan, you can enjoy working from the comfort of your home. 🏝 Need more time to relax and disconnect? With our Holy Pack, you can purchase additional vacation days to recharge when you need it most. 📅 Celebrate holidays your way! With Floating Holidays, you can exchange holidays for other days that better suit your plans and personal preferences. 🧘Need additional time to explore new experiences or focus on personal projects? With the Sabbatical Pack, you can request up to 2 months of extra leave (unpaid). 💞 We value the importance of family and want to support you in all aspects of your life. Our Global Family Leave Policy provides flexible paid conditions for when you need it most, whether you're about to be a parent, need time to overcome a loss, or to care for a loved one. We take care of you: 📱 With access to the health and wellness platform Wellwo, you and up to 5 people of your choice can enjoy access to wellness content, nutrition counseling, fitness classes, and more! 🏄From dance classes to booking a hotel spa, we offer an agreement with Wellhub so you can access a network of thousands of gyms and sports centers to keep your body active in the way you like best. 🩺 Your well-being is our priority. You will have medical service at your workplace for close attention to any medical needs. We empower you: 🎯 With Career Hub, our AI-driven professional development platform, you can connect with job opportunities, projects, and mentors at Schneider Electric globally. 🤑 We offer you the opportunity to be a shareholder of Schneider Electric and share in our achievements with our stock ownership program. 🙌 We celebrate everyone's talent and success with our recognition program, through which you can give and receive points for your achievements and redeem them for gift cards at your favorite stores. 💗 You will have life insurance for your protection. 💰 We offer you a Flexible Remuneration Plan in which you can choose from a variety of options, such as health insurance, meal vouchers, childcare vouchers, transportation vouchers, training, and more. 🎁 With Club Schneider, you will enjoy special discounts at your favorite stores, restaurants, travel agencies, and other external services. 💚 Participate in company-subsidized volunteer programs to contribute to our community and have a positive impact on your environment. Let us know about you, apply today! #LI-NB2 DIGINFR24 Local Benefits (Spanish): Grade 8 (External) Spanish Company Boiler Plate: Buscando causar un IMPACTO con tu carrera? Al considerar unirte a un nuevo equipo, la cultura es importante. En Schneider Electric, nuestros valores y comportamientos son la base para crear una cultura de excelencia que apoya el éxito empresarial. Creemos que nuestros valores IMPACT – Inclusión, Maestría, Propósito, Acción, Curiosidad, Trabajo en Equipo – comienzan con nosotros. IMPACT también es tu invitación para unirte a Schneider Electric, donde puedes contribuir a convertir la ambición de sostenibilidad en acciones, sin importar el papel que desempeñes. Es un llamado para conectar tu carrera con la ambición de lograr un mundo más resiliente, eficiente y sostenible. Estamos buscando IMPACT Makers; personas excepcionales que convierten las ambiciones de sostenibilidad en acciones en el cruce de la automatización, la electrificación y la digitalización. Creemos que todos tienen el potencial para ser un IMPACT Maker y los celebramos todos los días. ¡Conviértete en un IMPACT Maker en Schneider Electric – ¡inscríbete hoy! Ingresos mundiales de 40 millones de euros +9% de crecimiento orgánico 150 000 empleados en más de 100 países Para ser considerado como candidato para nuestras posiciones debes enviar tu solicitud en línea. Esta posición permanecerá abierta hasta que se complete el proceso de selección. Schneider Electric aspira a ser la empresa más inclusiva y solidaria del mundo, ofreciendo oportunidades equitativas a todos, en todas partes, y garantizando que todos los empleados se sientan valorados de forma única y seguros para aportar lo mejor de sí mismos. Reflejamos la diversidad de las comunidades en las que operamos y "aceptamos lo diferente" como uno de nuestros valores fundamentales. Creemos que nuestras diferencias nos hacen más fuertes como empresa y como individuos, y nos comprometemos a defender la inclusión en todo lo que hacemos. En Schneider Electric, mantenemos los más altos estándares de ética y cumplimiento, y creemos que la confianza es un valor fundamental. Nuestra Carta de Confianza es nuestro Código de Conducta y demuestra nuestro compromiso con la ética, la seguridad, la sostenibilidad, la calidad y la ciberseguridad, respaldando todos los aspectos de nuestro negocio y nuestra disposición para actuar y responder con respeto y buena fe a todos nuestros grupos de interés. Puede obtener más información sobre nuestra Carta de Confianza aquí. Schneider Electric es un Empleador de Igualdad de Oportunidades. Nuestra política es proporcionar igualdad de oportunidades en el empleo y el avance en áreas de reclutamiento, contratación, capacitación, transferencia y promoción a todas las personas calificadas, independientemente de raza, religión, color, género, discapacidad, origen nacional, ascendencia, edad, estado militar, orientación sexual, estado civil o cualquier otra característica o conducta legalmente protegida.
