Service Manager IT

Overview In this role you lead the end-to-end design, delivery, and operation of Campari Group's global network services. You will govern a multi-vendor environment and partner with IT Security, architecture, and plant engineering to ensure secure, resilient, and cost-effective networks. You drive strategy, oversee major incidents, and guide continuous improvement across WAN, LAN, Wi‐Fi, SASE, and Azure networking. This is a hands-on leadership role that shapes how network services scale to support the business. Own 24/7 operational governance of network services with clear accountability for performance and availability Produce regular operational reporting (SLA attainment, incident trends, change success) for leadership Lead Major Incident management with cross-vendor coordination and root cause analysis Drive problem management, post-incident reviews, and remediation tracking Coordinate maintenance with regional/site stakeholders and align with production schedules Identify opportunities to automate processes and reduce manual effort Own the service transition lifecycle for new solutions, onboarding, and project handovers Define and implement network strategy and technology roadmap aligned with enterprise standards Standardize LAN, WAN, SASE, and Azure configurations and perform architectural reviews Manage multiple vendors with governance, escalation, and capacity planning Lead commercial aspects (TCO, RFP/RFI, cost optimization) and ensure value delivery Integrate network operations with ITSM (ServiceNow), maintain CMDB/SACM, and govern changes Ensure network resilience and disaster recovery planning, including OT security in plants Own vulnerability remediation lifecycle and align with Cyber Security Foster a culture of accountability, service ownership, and continuous improvement Oversee budget, resources, and project portfolio related to network services Build governance models and run regular governance reviews with stakeholders 10+ years in network services design, deployment, and management in global, multi-vendor environments ~5+ years leading network engineering/architecture teams (including offshore/nearshore) ~ Proven Major Incident management with cross-vendor coordination and permanent fixes under pressure ~ Broad experience with Wi‐Fi, SD‐WAN, Firewalls, SASE, and Azure networking ~ Strong outsourced service management and vendor governance experience (SLA monitoring, performance reviews) ~ Deep Azure cloud networking expertise (VNet, peering, Private Link, Azure Firewall, NSG, DNS) and hybrid connectivity ~ Hands-on ITSM platform experience (ServiceNow preferred), including CMDB/SACM, change management, service catalog ~ Experience in operational governance design, reporting, and cadence across internal and provider teams ~ Budget and resource management, cost analysis, forecasting, optimization ~ Knowledge of NIS2 regulatory requirements and OT network environments is a plus ~ Bachelor in Computer Science, Computer Engineering, or equivalent experience ~ Desirable: ITIL Foundation; Certifications in network technologies (Cisco CCNA/CCNP/CCIE, Check Point, Zscaler) ~ Excellent communication to CIO/CTO level audiences ~ Wi-Fi, SD-WAN, Firewalls, SASE ~ Azure networking (VNet, peering, Private Link, Azure Firewall, NSG) ~ DNS architecture (Azure Private DNS, hybrid resolution)