Who we are

The Workshop is a tech company that develops intuitive software for the online gaming industry. Our motto is to move “Fearlessly Forward” together. Cooperative innovation is at the center of everything we do – from our games, new products and technologies, to how we collaborate and share inspiration with one another.

The IT Services Group (ITSG) is at the heart of the value chain for MSP. Our team which consists of Product, Core Engineering, IT Services, Support and Architecture are a tight knit operating unit where excellence is the standard.

The Service Management function is a fresh addition to the IT Services group with the mission of guaranteeing that the IT services provided align with the needs and expectations of the business and its customers. The department is responsible for Service Management within the organisation which includes Service Design, Service Transition, Service Assurance, Service Governance and Risk management, all aimed at providing optimal service delivery.

Your mission

In this role, you will be responsible for the operational success and continuous improvement of services provided to internal and external customers, aiming to provide the outmost value to our customers in an efficient manner and ensure an unparalleled customer experience.

Reporting to the Head of Service Management, the successful candidate will have a proven track record of successfully managing IT services for a global technology company, excellent knowledge and implementation experience of ITIL best practices, strong leadership and project management skills, excellent communication and interpersonal skills, problem-solving and analytical skills, and the ability to work in a fast-paced and dynamic environment.

This is an exciting opportunity for a highly motivated professional to play a critical role in the development of a brand new service management function and to manage complex IT services within a dynamic and fast-paced global technology company

What you'll do

• Lead and develop one or more of the following ITIL practises:
• Service level management
• Measurement and reporting
• Service Catalogue
• Capacity & Performance
• Service Ownership:
• Take ongoing responsibility for Service Management for one or more services
• Manage the performance of services provided to clients as per agreed contract and ensure that Service Levels are achieved.
• Operational responsibility for service delivery targets, SLA’s and contractual compliance.
• Create the Service(s) improvement roadmap and act as the service improvement backlog owner
• Continuously monitor and analyse the Service(s), both in terms of data and customer feedback, to identify areas for improvement and efficiency, and work cross-functionally to quantify and deliver those improvements
• Single point of contact for escalation of service delivery issues and problem solving.
• Service Level Agreements:
• Create and manage service level agreements (SLAs) to ensure that the Service meets customer expectations.
• Work with key stakeholders to ensure any issues or defects are resolved in a timely manner and in line with Service Level Agreements
• Service Measurement & Reporting:
• Establish and manage service reporting processes to provide visibility into Service performance and enable data-driven decision making.
• Work with key stakeholders to establish the correct metrics and data for evaluating the performance, availability, cost effectiveness, utilisation and customer satisfaction of the Service(s), including analysis and reporting for internal and external audiences.
• Liaise with key stakeholders to establish appropriate protocols for reporting of Service availability and incidents
• Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders, including customers, vendors, and internal teams.
• Supplier Management: Manage the performance of any external suppliers involved with the Service(s)
• Work with key stakeholders to develop business continuity plans for new and existing Service(s)
• Work closely with internal service providers to develop and continually improve the service levels.
• Make recommendations on operational working practices.
• Internal process development to enable delivery of the required service levels.
• Represent and advocate for the Service Management function and internal and external customers in meetings and project activities

What you'll bring

• Minimum of five years’ experience working in an IT service environment within a complex and diverse organisation, with 3 years being at a service management role.
• Proven experience in establishing service level agreements and operating level agreements.
• Proven experience on using data and metrics to manage and improve an IT service
• Have demonstrable experience and aptitude in working in a matrix organisation where effective and robust negotiating and influencing skills are used successfully while maintaining good working relationships with members of that organisation
• Excellent customer management skills
• Experience of management of vendors and suppliers
• Experience of working for a managed services provider an advantage
• ITIL® certification an advantage
• Strong negotiation skills
• Understanding the importance of business processes and compliance.
• Extensive team work experience and ability to effectively lead, engage and motivate other Inventors towards a common goal
• Experience of Project Management and proven ability of managing all the types of work and workloads required to successfully deliver a high performing service
• Experience in Risk Management, Service Improvement and Stakeholder Management
• Experience delivering services in a challenging organisational environment and influencing change
• Good response under pressure and ability to quickly react to changes and to adapt strategies and priorities accordingly
• Excellent written and verbal communication skills, including the ability to relate effectively to users at all levels and careful attention to detail
• Excellent communication and interpersonal skills and the ability to work in a fast-paced and dynamic environment
• Excellent analysis and problem-solving skills.
• A great passion for technology that compels you to always keep an eye on new technologies, platforms, techniques, languages and innovation in general

What's in it for you

• Inspiring and fulfilling work at the innovative, value-driven global company that uses cutting-edge tech.
• Global work experience in agile methodology.
• International, friendly and inclusive multi-cultural environment (over 35 nationalities that speak altogether almost 30 languages!).
• Attractive salary and flexible benefits package (incl. medical insurance for you and your family, life insurance, free language classes).
• Playful, accessible office in the Technology Park of Málaga with a free, private bus connection from the city centre and a range of workplace perks.
• Flexible working hours and ways of working, well-being programs, learning and growth opportunities every day.
• Relocation package for you and your family including soft-landing package services to help you settle down in Spain (if you are moving from a different city/country).
• Flexibility of working from home or in the office to stay both safe and collaborative.
• Team building events, Learning Labs, Hackathons, Designatons, and even Referathons!
• Opportunity to shape the tech community inside and outside of The Workshop, mentoring and sharing knowledge with others.
• Six weeks’ paid leave for every four years of service.

Our values

We understand that great ideas come from great people, and great people thrive when they’re trusted to challenge, change, improve, and perfect our products and processes. Our forte lies in the diversity of our skills – and that comes from the diversity of our people.

The Workshop is committed to being a diverse and inclusive workplace, where we all learn together, trust each other, and value collaboration. We welcome candidates of all genders, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, nationality, belief (or lack thereof), and programming language preference. As an equal opportunity employer, we offer a friendly, supportive working environment for all. It’s a place where you can try new ideas, take risks, and enjoy the support to move Fearlessly Forward.