ITSM & Vendor Management Specialist – Global Infrastructure Service Delivery; GISD

Primary Consumers Infrastructure KPI / SLA Dashboard

We are your Energy Technology Partner. We electrify, automate, and digitalize every industry, business, and home, driving efficiency and sustainability for all.

At Schneider Electric, our values – IMPACT (Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork) – are the foundation of everything we do. Becoming an Impact Maker means turning sustainability ambitions into actions at the intersection of automation, electrification, and digitization.

Are you ready to lead the digital transformation to create a more sustainable world?

If you are up to challenge your creativity and make an impact, we are excited to welcome you!

Schneider Digital is the digital department of Schneider Electric, leading the digital transformation in the company by giving support globally to our internal teams and our clients. Schneider Digital consists of 6 Digital Hubs worldwide which are strategically located to ensure a 24/7 support across the company (France, China, India, USA, Mexico and Spain). Our Digital Hub in Barcelona is formed by +450 employees working in strategic projects and different roles such as Data, Cybersecurity, ERP, Cloud, Infrastructures, IT Project Management or Digital Marketing.

Schneider Electric is a Fortune 500 global enterprise operating a product-oriented infrastructure model structured around technical pillars (Network, Compute & Storage, Cloud, Automation, Monitoring) and supported by a broad ecosystem of strategic vendors. This model enables specialization and execution at scale, but also creates fragmentation risks across prioritization, standards, financial control, vendor management, and service performance.

To address these risks, the Global Infrastructure Service Delivery (GISD) is establishing a Transversal Governance Team whose mission is to govern, assure, standardize, prioritize, and elevate – not to become a second operations organization or a reporting factory. Governance defines direction and control; pillars retain delivery ownership.

The ITSM & Vendor Management Specialist is a hybrid, high-impact role that bridges service performance (ITSM) discipline with strategic vendor oversight. The role ensures enterprise-first outcomes, actionable transparency, and effective cross-functional integration with Procurement, Finance, Legal, Security, Enterprise Architecture, and the GTS PMO.

While this role combines responsibilities across both ITSM and Vendor Management, we are not seeking a deep subject matter expert in every area. We are looking for a professional with solid experience in one or both disciplines, strong learning agility, adaptability to change, and a willingness to grow alongside a newly established Governance Team.

This is a governance-focused position rather than a hands-on infrastructure operations role. The successful candidate will influence outcomes through collaboration, service governance, performance management, and stakeholder engagement across multiple technical pillars.

• ITSM / Service Performance, Quality & Continuous Improvement
• Own and publish the consolidated Infrastructure KPI / SLA Dashboard and monthly Infrastructure Availability & Reliability Report (uptime, MTTR, MTBF, unplanned downtime), ensuring data quality, actionable insights and timely reporting across all pillars. Maintain the Major Incident & Post-Mortem Register (P1/P2), driving root-cause analysis governance and preventive-action follow-through.
• Enforce observability and ITSM process standards (incident, problem, change, request, knowledge) across Service Now.
• Drive Continuous Service Improvement (CSI) initiatives, tracking benefit realization and presenting outcomes to leadership.
• Govern aggregate service health; partner with pillar operations teams which remain accountable for instrumenting their domains.
• Vendor & Contract Management
• Produce Vendor Performance Scorecards and coordinate Quarterly Business Reviews (QBRs) and Annual Business Reviews (BRs) for strategic vendors, assessing SLA attainment, delivery quality, responsiveness, strategic alignment, risks, and improvement opportunities.