IT Site Manager

1 mese fa

Lazio, Italia Confidenziale A tempo pieno

DescriptionUnder the direct authority of the Head of the End-User Local Services Section, you will ensure the correct execution of the processes and tasks involved in the Service Delivery for ESRIN and associated remote sites, serving the needs of users of corporate and office systems.DutiesYour Service Management duties will include:
managing the service provided by the local IT team; planning, monitoring and executing the local service delivery; monitoring and managing the performance of the IT Local Support service (managing incidents, priorities, issues, changes, releases, configurations, assets, etc.), to ensure compliance with SLA requirements and implement mitigation actions in case of non-fulfilment of agreements; ensuring that ESA and departmental policies, standards and guidelines are implemented locally; interfacing with local stakeholders to understand their business needs, identifying opportunities for service improvements and supporting the customer acceptance process in liaison with the entities responsible for IT operations; responding to customer queries and complaints, escalating when necessary, to ensure that corrective actions are implemented, as well as acting as an escalation point for issues raised by end users; ensuring correct implementation of the asset management process for all esait-managed end-user devices procured by the Agency (defining and executing the hardware refresh plan, managing stock and stock storage areas, inspecting assets, etc.);supervising the local delivery of service catalogue items; interfacing with the Department’s IT Service Managers who provide support for local matters (hardware refreshes, deployment of new services, data centre activities, etc.) to ensure integrated management and service delivery functions across the IT Department; supporting the integration of IT services into a coherent end-to-end service management process, with a view to continual improvement and ensuring that service-related exceptions and escalations are handled appropriately; providing cross-departmental support for piloting and promoting the service introduction and transfer to operation of new or updated products and services by facilitating training activities and organising user group meetings; providing input for the strategic planning process, investment plans and annual work planning processes along with the related budget preparation and revision exercises. Technical competenciesIT service delivery and operations managementBusiness continuity managementIT business process designBehavioural competenciesResult OrientationOperational EfficiencyFostering CooperationRelationship ManagementContinuous ImprovementForward ThinkingEducationA master's degree in information technology is required.Additional requirementsA minimum of five years of in-depth experience in customer interface management and Service Delivery are required.Previous positions in team management would be an asset.Solid and documented experience (ITIL 4-certified or similar) in preparing, negotiating and implementing industrial procurements would be an asset.Excellent negotiation skills supported by an aptitude for effective communication and reporting are essential.

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