Service Manager - Ai Conversational Agents

SANTANDER CONSUMER BANK S.p.A

Madrid, Spain
On-site
End-to-end operational management
Itil incident, problem, change management
Ai conversational agents operation
Santander Consumer Bank is seeking a Service Manager for AI Conversational Agents in Madrid, responsible for ensuring the operational stability and continuous improvement of AI chat and voice agents. The ideal candidate will have experience in service management within technology environments, particularly with ITIL processes and AI solutions

Job Summary

  • Santander is evolving into a technology-driven organization with a customer-centric transformation.
  • The Service Manager will be responsible for the operation, stability, and continuous improvement of AI conversational agents in production.
  • The company offers competitive rewards, hybrid work models, extensive learning opportunities, and comprehensive benefits.

Matching Summary

Match Score: 85

Santander Consumer Bank is seeking a Service Manager for AI Conversational Agents in Madrid, responsible for ensuring the operational stability and continuous improvement of AI chat and voice agents. The ideal candidate will have experience in service management within technology environments, particularly with ITIL processes and AI solutions.

Skills & Requirements

Must-have

  • End-to-end operational management
  • ITIL incident, problem, change management
  • AI conversational agents operation
  • Monitoring KPIs and SLAs
  • Cloud environments (AWS/GCP) operation
  • Root cause analysis (RCA)

Nice-to-have

  • Crisis and critical incident management
  • Global coordination and multidisciplinary teams
  • Proactivity and continuous improvement focus

Key Requirements

  • Service Manager, Service Owner or similar experience
  • ITIL incident, problem, change management experience
  • Conversational AI (chatbots/voicebots) operation experience
  • Technical teams and vendor coordination experience
  • Monitoring, SLAs, KPIs, observability tools experience
  • Cloud environments (AWS/GCP) operation knowledge
  • Root cause analysis (RCA) and continuous service improvement experience
  • High level of English

Work Rights

Not specified

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