IT Service Management Process Designer (Madrid)

For our international client - a global leader in the pharmaceutical sector, we are looking for an experienced Service Management Process Designer / ITIL Consultant to design a new, global Monitoring & Event Management process.

In this role, you will collaborate closely with existing product teams in Madrid, analyze current practices, benchmark them against ITIL 4 standards, and design a detailed, globally applicable process framework. The outcome will be comprehensive process documentation ready for implementation.

Responsibilities

• Design and document the new Monitoring & Event Management process according to ITIL 4 standards
• Responsibility for service management, even and availability management and monitoring
• Analyze existing processes and recommend improvements
• Benchmark current practices against ITIL 4 and design a global process framework
• Collaborate with infrastructure and application monitoring (Observability) teams
• Prepare full process design documentation ready for implementation
• Participate in regular onsite sessions (2–3 days / week) in Madrid

Qualifications

Benefits

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