IT Service Manager

3 settimane fa

Napoli, Italia LHH A tempo pieno

For an Italian global cruise line we are looking for an IT Service Manager.

In line with IT Strategy of the company, the IT Service Manager is responsible for the quality of IT Service Management and IT processes, services delivery and support.

Key Responsibilities
- Leading and guiding IT Service Management and IT Service Desk, transforming and developing IT Service Management unit
- Developing and implementing service standards, transition to operations, procedures and documentation for departments services delivery.
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between business units.
- Implement and manage SLAs/OLAs across all internal and external competence centres to take the Company Service Levels Management under strict control and aligned with the business expectation
- Focussed on value delivery, responsible for internal Continuous Improvement, innovation, digital transformation, and automation by capturing and developing demands across all internal IT Business Units.
- Executive services analysis and reports for MGMT (creating and presenting regular services status reports to senior management).
- Budget managing and participation.
- Developing and handling contracts for commercial contractors.
- Taking ownership of critical incidents, coordinating with resolution parties (internal and external), facilitating, and establishing effective communication between stakeholders for post-incidents reviews and relating document producing.
- Dealing and coordinating with the second level competence centers (internal and external) to fine tune and improve the services delivery by producing support business analysis/reports and updating service methods to improve overall efficiency meeting customer expectations.
- Manage and support IT Service Management and Service Desk Projects.

Job-Requirements: skills, competencies, experience
- 5 to 7 years’ proven experience as IT Service Manager.
- Master's degree in computer science, engineering or equivalent.
- Fluent in English, oral and written (any other language is an advantage) with excellent written and verbal communication skills.
- Capabilities to translate business requirements into technical specifications. Attention to detail, creative and solution oriented with the ability to prioritize tasks efficiently.
- Effectively managing key stakeholders both internally and externally to the organisation. Experience in supplier’s governance and services setup & management.
- Proven experience in Service Management, Configuration Management, CMDB and APM, support and integration with all ITSM processes.
- ITSM ServiceNow Platform knowledge, any certification is an advantage that will be very appreciated.
- CASM (Certified Agile Service Manager), COBIT, ITIL V.4 and common IT Service Management processes proved knowledge and experience, any certification is an advantage that will be taken into strict consideration during the selection.
- Proven experience in SLAs/OLAs Company Implementation, managing and monitoring to meet customer expectation in service delivery
- Experience in system integration of ServiceNow with other tools and platforms
- Experience in supplier’s governance and services setup, budget management.
- Experience in service procedures and flows developing, interfacing with provider/customers and maintaining internal documentation.
- Experience with IT Digital transformation, processes automation and improvements.

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