IT service management for Banco Sabadell

Context

At a bank, an IT service incident is not an inconvenience: it is money and trust. The IT service contract portfolio exceeded €2M, with demanding SLAs and internal users who needed answers in hours, not days.

Decision

I managed the contracts as a flow with visible metrics, not as contractual bureaucracy:

• Incidents prioritized by business impact, not by arrival order.
• Systematic review of SLAs and vendor performance.
• Continuous flow optimization — every bottleneck was measured, attacked, and measured again.

Result

Sustained 98% SLA compliance and a 35% reduction in incident resolution time, demonstrating measurable business value over a €2M+ portfolio.

The lesson: SLAs get met when the flow is visible to everyone — client, vendor, and team — every single day.