Service Manager - Ai Conversational Agents

Santander

Madrid, Spain
Competitive salary; performance-based bonuses; ban...
Itil incident and problem management
Ai conversational agents operations
Cloud environment operation aws gcp
The role involves leading end-to-end operational management of AI conversational agents including voice and chat to ensure service stability and quality

Job Summary

  • The role involves leading end-to-end operational management of AI conversational agents including voice and chat to ensure service stability and quality.
  • Candidates must define and manage ITIL processes such as incident, problem, change, and service request management within a global Center of Excellence.
  • The position offers competitive compensation, hybrid work models, access to the Santander Open Academy, and comprehensive employee wellness benefits.

Matching Summary

The role involves leading end-to-end operational management of AI conversational agents including voice and chat to ensure service stability and quality.

Salary

Competitive salary; Performance-based bonuses; Banking benefits and wellness programs

Skills & Requirements

Must-have

  • ITIL incident and problem management
  • AI conversational agents operations
  • Cloud environment operation AWS GCP
  • Root cause analysis RCA execution
  • ServiceNow Jira tool proficiency
  • API microservices integration knowledge

Nice-to-have

  • LLM operational knowledge preferred
  • Global team coordination experience
  • Crisis management capabilities
  • Continuous improvement mindset
  • Stakeholder communication skills

Key Requirements

  • Service Manager or Service Owner experience required
  • High level English proficiency required
  • Experience with Sierra.AI Dialogflow CX platforms

Work Rights

Not specified

Tailored Resume

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