Observability Manager (Service Manager)

Location: Avilés, Spain. Full-time role with service coverage Monday to Friday, 07:00–22:00 for devices and 08:00–19:00 for the Nexthink platform.

Company

hirify.global provides IT services and digital transformation for enterprises, modernizing infrastructure across public, private, and hybrid clouds.

What you will do

• Lead end-to-end delivery of the observability service covering network, device, and platform monitoring.
• Oversee global service and team operations, prioritize incidents, and manage mass alarm handling and escalations.
• Track SLAs and KPIs, review reports, and present service results to the client.
• Coordinate Service Desk, L2/L3 technical teams, business areas, field technicians, and providers.
• Lead service transition and knowledge transfer from the outgoing provider, including staffing, shifts, and coverage.
• Validate continuous improvement actions involving thresholds, correlation, coverage, automation, and Nexthink commitments.

Requirements

• Degree in Computer Science, Telecommunications, or equivalent experience.
• Experience managing IT operations, monitoring, or NOC services under SLA.
• Spanish and English proficiency required.
• Knowledge of ITIL incidents, problems, and changes, plus ServiceNow and monitoring tools.
• Governance and client reporting, data analysis, client interlocution, and communication skills.
• Leadership, team management, decision-making, SLA and escalation management skills.
• Orientation toward continuous improvement.

Nice to have

• ITIL 4 certification.
• Experience with service transitions and knowledge transfer from an outgoing provider.
• Knowledge of Nexthink and branch network monitoring, including SD-WAN, Wi-Fi, and routers.

Culture & Benefits

• In-person collaboration with flexibility supporting wellbeing, productivity, individual work styles, and life circumstances.
• Inclusive, people-first culture focused on belonging, learning, integrity, and community impact.
• Professional development through meaningful client projects and DXC University with unlimited certifications.
• Work-life balance, stable employment, and a competitive package of social benefits.