Service Management Lead - Madrid

HIGHLIGHTS Location : Madrid, covering 4–5 sites in and around the city

Contract : Freelance, minimum 6 months

USP : A highly dynamic role with significant stakeholder management, acting as the single point of contact for all service management matters at the sites

YOUR ROLE

As Service Management Lead, you will be the SPOC for the business on all topics related to IT service management across the Madrid sites. Your mission is to ensure stakeholders are satisfied with IT services, remove bottlenecks, and coordinate effectively with technical teams to resolve issues. You make sure stakeholders are heard, issues are resolved, and projects move forward.

This is a hands-on service delivery role where you will bridge business needs and IT execution. You will not manage vendors or contracts, but you will make sure actions move forward, incidents are addressed, and services meet business expectations.

Key responsibilities include :

Acting as the on-site focal point for business, facility management, and IT service management

Following up on incidents and service requests (e.G., PC replacements, Microsoft support, Wi-Fi, network / firewall issues) and ensuring smooth resolution by technical teams

Reviewing ticket and incident reports, identifying trends, and coordinating improvements

Supporting local projects and transformations, making sure IT services align with business needs and changes are well-communicated

Building strong working relationships with stakeholders and ensuring end-user satisfaction

Maintaining oversight of service quality and proactively removing obstacles that block progress

YOU

We are looking for a professional with :

Strong background in IT service delivery, technical support leadership, or experience as a project leader / coordinator in IT-related environments

Fluency in both Spanish and English – able to communicate effectively with business and IT teams alike

A customer-facing, problem-solving mindset with the ability to rationalize requests and communicate clearly afterward

Understanding of technical domains (networks, firewalls, laptops, Microsoft environments) to manage issues without performing the technical work yourself

Strong stakeholder management skills and the ability to navigate a large, complex organization

THE OFFER

Freelance contract, minimum 6 months (with possible extension)

Onsite presence in Madrid with responsibility for 4–5 sites

Senior-level responsibility in a visible, business-critical role

Competitive daily rate (budget flexible, senior candidates encouraged to apply)

A highly dynamic environment with broad stakeholder interaction and impact

HOW TO APPLY

Interested? Send your CV or questions to