Project Support Manager_BO Public Sector_Madrid
Role Summary:
As a Project Manager, you will support the delivery and governance of IT projects and services through planning, coordination, monitoring, and reporting activities. You will contribute to ensuring that services operate efficiently, meet defined service levels, and remain aligned with governance standards and business expectations. The role involves close collaboration with project managers, service owners, and service management authorities to ensure consistency, visibility, and control across project delivery and service operations within a structured and often multi-stakeholder environment. We are looking for a profile with strong analytical capabilities, excellent communication skills, and the ability to collaborate effectively in diverse and multicultural environments.
Role and Responsabilities:
- Support planning, coordination, and delivery of IT projects and service activities, including transition to operations
- Monitor project and service performance (cost, schedule, quality, resources) and highlight deviations
- Apply PMO and governance processes, ensuring compliance with standards and delivery frameworks
- Act as a key interface with stakeholders and service owners for coordination and issue resolution
- Track incidents, service requests, and escalations to ensure visibility and consistency
- Produce KPI, SLA reports, and dashboards (Excel, Power BI) for performance monitoring
- Support change, risk, and quality management processes across projects and services
- Assist in vendor and supplier coordination, performance tracking, and reporting
Must have:
- Bachelor’s degree in Business, IT, Engineering, or a related field (or equivalent experience)
- 3–5 years of experience in PMO, project support, service, or product support roles
- Strong proficiency with ServiceNow or similar service management tools
- Strong proficiency with Power BI or other reporting/BI tools
- Advanced analytical skills for reporting, tracking, and dashboard development
- Experience preparing KPIs, SLAs, and performance reports
- Excellent attention to detail and strong document control skills
- Strong organizational and multitasking capabilities
- Ability to work under pressure and manage multiple priorities
- Fluent English (written and spoken, minimum C1- Advance level) with strong communication skills
Nice to have:
- Experience with Microsoft 365 tools (Excel, Word, PowerPoint, SharePoint, Teams)
- Exposure to portfolio or program governance environments
- ITIL v4 certification or experience in service management frameworks
- Familiarity with Agile environments and tools (JIRA, Scrum, Kanban)
- Experience with financial tracking, budgeting, or forecasting activities
- Experience supporting IT or digital service environments
Tools:
Experience with common PMO, service management, and reporting tools, such as:
- Service management and ticketing tools (ServiceNow or similar)
- Reporting and dashboarding tools (Power BI, Excel)
- Project and task management tools
- Documentation and collaboration tools (Microsoft Office, SharePoint, Teams)
- Agile tools (JIRA, Kanban boards, or similar platforms)
- Tools for tracking incidents, risks, and performance metrics
What impact will you make?
