IT Service Manager

3 settimane fa

Napoli, Italia MSC Cruises A tempo pieno

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 organization. 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;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;Focused 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 up

dating service methods to improve overall efficiency meeting customer expectations;Manage and support IT Service Management and Service Desk Projects;VISA REQUIREMENTS (if any)
- Right to work in Italy; Part of the MSC Group, MSC Cruises is the market leader in the Mediterranean, South Africa and South America, and sails year-round in the Mediterranean and the Caribbean. Its seasonal itineraries cover northern Europe, the Atlantic Ocean, South America, southern Africa, and the Persian/Arabian Gulf. MSC Cruises was born in the Mediterranean, and draws inspiration from this heritage to create a unique experience for holidaymakers worldwide. As a result of a euro 6.5 billions investment programme launched in 2003, MSC Cruises' fleet comprises 13 state-of-the-art cruise ships belonging to four different classes: Lirica, Musica, Fantasia and Meraviglia. The fleet's average age is 7 years, the youngest in the industry. In 2014, MSC Cruises launched a euro 9 billion, 10 year investment plan to support the second phase of its growth through the order of up to 11 next generation mega cruise ships. As a result, MSC Cruises' fleet will double by 2026, while the passenger capacity will triple to reach five million passengers per year. MSC Cruises is the first cruise company to develop an investment plan of this length and magnitude. MSC Cruises feels a deep responsibility for the environments in which it operates, and was the first company ever to earn the Bureau Veritas "7 Golden Pearls" for superior management and environmental stewardship. In 2009, MSC Cruises began an enduring partnership with UNICEF to support various programmes assisting children worldwide.

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