ITSM & Vendor Management Specialist
9 hours ago
Barcelona
ppITSM Vendor Management Specialist is a hybrid, high‑impact role that bridges service performance (ITSM) 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 GTS PMO. /p h3Key Responsibilities /h3 h3A. ITSM / Service Performance, Quality Continuous Improvement /h3 ul liOwn 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. /li liEnforce observability and ITSM process standards (incident, problem, change, request, knowledge) across ServiceNow. /li liDrive Continuous Service Improvement initiatives, tracking benefit realization and presenting outcomes to leadership. /li liGovern aggregate service health; partner with pillar operations teams which remain accountable for instrumenting their domains. /li /ul h3B. Vendor Contract Management /h3 ul liProduce Vendor Performance Scorecards and coordinate Quarterly Business Reviews and Annual Business Reviews for strategic vendors, assessing SLA attainment, delivery quality, responsiveness, strategic alignment, risks and improvement opportunities. /li liAct as the single point of governance for assigned strategic vendor relationships, fostering executive engagement while surfacing risks, issues and opportunities to Infrastructure leadership. /li liOperate the SLA Breach Remediation Tracker, driving vendor accountability, corrective‑action plans, penalty/credit follow‑up and escalation of material service issues. /li liSupport RFPs, sourcing events, contract negotiations and renewal planning in partnership with Procurement and Legal, ensuring auditable sourcing decisions and preventing unfavorable auto‑renewals. /li liIdentify vendor consolidation, optimisation and cost‑efficiency opportunities across the supplier portfolio, supporting financial, operational and strategic objectives. /li /ul h3Key Deliverables /h3 ul libInfrastructure KPI / SLA Dashboard /b – ITSM – Real‑time (report monthly) – Head of Infrastructure, Pillar Leads, Pillar Operations, Business Units /li libMajor Incident Post‑Mortem Register /b – ITSM – Monthly – Head of Infrastructure, Pillar Leads, Pillar Operations, Service Desk /li libInfrastructure Availability Reliability Report /b – ITSM – Monthly – Head of Infrastructure, Pillar Leads, Business Units /li libMaster Vendor Portfolio Register /b – Vendor Management – Monthly update – Head of Infrastructure, Pillar Leads, Procurement, Legal /li libVendor Performance Scorecard /b – Vendor Management – Quarterly – Head of Infrastructure, Pillar Leads, Procurement /li libStrategic Vendor Review Report (QBR output) /b – Vendor Management – Quarterly – Head of Infrastructure, Pillar Leads, Procurement /li libAnnual Business Review (BR output) /b – Vendor Management – Annual – Head of Infrastructure, Pillar Leads, Procurement /li libRFP / Sourcing Decision Records /b – Vendor Management – Per event – Head of Infrastructure, Procurement, Finance, Legal /li /ul h3Required Skills and Qualifications /h3 ul liBachelor’s degree in Computer Science, Engineering, IT or a related discipline. /li li6–8+ years of experience in IT infrastructure, governance, service management, vendor management or related technology functions, including exposure to ITSM and/or vendor governance activities. /li liProven ability to collaborate across complex organisations, influence stakeholders without direct authority and build alignment across cross‑functional teams. /li liITIL v4 Foundation certification required. /li liHands‑on expertise with ServiceNow (ITSM, ITOM, modules). /li liProven track record defining SLAs/KPIs and building executive‑grade dashboards (Tableau strongly preferred). /li liSolid contract lifecycle management experience: drafting input, renewals, SLA enforcement, exit clauses. /li liDemonstrated experience negotiating with and managing hyperscalers and tier‑1 infrastructure vendors (Cisco, Microsoft, AWS, Broadcom, ATT or equivalent). /li liFinancial acumen: TCO, CapEx vs OpEx, chargeback/showback and cost optimisation. /li liStrong cross‑functional collaboration skills working with global teams in Procurement, Finance, Legal, Security and pillar architecture/operations leads. /li liExcellent written and executive‑level verbal communication in English. /li liAnalytical, data‑driven and outcome‑oriented mindset; comfortable challenging stakeholders constructively. /li /ul h3Preferred Qualifications /h3 ul liCOBIT 2019, ISO/IEC 20000 or IAOP Certified Outsourcing Professional. /li liFoundational level of knowledge of ServiceNow. /li liFinOps Certified Practitioner. /li liPrior experience in Fortune 500 or multinational infrastructure environments. /li /ul h3Key Stakeholders Interfaces /h3 ul liHead of Infrastructure / Infrastructure Services Director /li liPillar Leads (Network, Compute Storage, Cloud, Automation, Monitoring) /li liPillar Operations Teams /li liProcurement /li liLegal /li liFinance Business Partners /li liGTS PMO (Project Management Organisation) /li liService Desk /li liStrategic Vendors (Cisco, Microsoft, AWS, Broadcom, ATT) /li liSustainability Leads /li /ul h3Success Metrics / KPIs (First 12 Months) /h3 ul li100% of tier‑1 vendor QBRs executed on schedule with documented outcomes. /li liOn‑time monthly delivery of the consolidated KPI/SLA Dashboard with 95% data quality. /li liMaster Vendor Portfolio Register kept fully current with monthly refresh cycles. /li liDemonstrable cost savings via renegotiation, consolidation or optimisation (target: 3–5% of in‑scope contract value). /li liMeasurable improvement of MTTR on P1/P2 incidents vs prior baseline. /li /ul h3Benefits /h3 ul liFlexible schedule and hybrid work plan allowing work from home. /li liAdditional vacation days via the Holy Pack. /li liFloating holidays that can be exchanged for other days. /li liSabbatical Pack offering up to 2 months of unpaid leave. /li liGlobal Family Leave Policy providing flexible paid conditions for family events. /li liAccess to the Wellwo wellness platform and Wellhub gym network for up to five people. /li liMedical service at the workplace for close attention to medical needs. /li liCareer Hub – AI‑driven professional development platform with job opportunities and mentorship. /li liStock ownership programme enabling you to become a shareholder. /li liRecognition programme allowing points for achievements, redeemable for gift cards. /li liLife insurance protection. /li liFlexible remuneration plan with options for health, meal, childcare, transportation, training and more benefits. /li liClub Schneider discounts at external services, restaurants and travel agencies. /li liCompany‑subsidised volunteer programmes. /li /ul pSchneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring and promoting all qualified individuals regardless of race, religion, colour, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status or any other legally protected characteristic. /p /p #J-18808-Ljbffr