IT Service Delivery Manager
1 giorno fa
Are you a strategic thinker with a passion for delivering exceptional IT services? We are seeking an experienced IT Service Delivery Manager to join our team at Msc Cruises.
Job Summary
We are looking for a skilled and motivated individual to lead our technology operations. As an IT Service Delivery Manager, you will be responsible for overseeing the day-to-day activities of our Release Management team, ensuring that we deliver high-quality software solutions on time and within budget.
About the Role
Key responsibilities include:
- Developing and implementing processes for collecting data from business stakeholders on their satisfaction with service delivery.
- Monitoring release strategy and deliverables by driving quality management review process and governance meetings, managing risks, and resolving challenges that impact release scope, quality, and schedules.
- Service performance reporting of managed services provided by internal and external teams to meet agreed KPIs/SLA/SLO.
- Accountable for the quality of service and performance, ensuring future demand from growth and projects is understood and factored into capacity plans for all associated services.
- Identifying and managing service improvements to increase customer satisfaction and business services stability.
- Assisting delivery teams in preparing required documentation like HLD, LLD, and Test Plan and prepares execution plan WBS needed for project implementation and reviewing documents required to execute any minor or significant changes in the environment.
- Executive services analysis and reports for MGMT (creating and presenting regular services status reports to senior management).
- Developing and maintaining working relationships with other departments and teams to ensure effective implementation of core business strategies and procedures in the release management area.
- Developing and handling contracts for commercial contractors.
Requirements
To be successful in this role, you will need:
- 5 to 7 years of proven experience as IT Service Delivery Manager.
- Masters 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.
- Capability to translate business requirements into technical specifications. Attention to detail, creativity, and solution-oriented, with ability to prioritize tasks efficiently.
- Effectively managing key stakeholders both internally and externally in the organisation.
- Experience in supplier governance and services setup & management.
- Proven experience in Service Management, Service Delivery, Release Management framework and strategies.
- ITSM ServiceNow Platform knowledge, any certification is an advantage that will be 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 selection.
- Proven experience in SLAs/OLAs Company Implementation, managing and monitoring to meet customer expectations in service delivery.
- Experience in system integration of ServiceNow with other tools and platforms.
- Experience in service procedures and flows developing, interfacing with provider/customers, and maintaining internal documentation.
- Experience with IT Digital transformation, processes automation, and improvements.
What We Offer
As a valued member of our team, you can expect:
- A competitive salary of €80,000 per annum, plus benefits.
- Ongoing training and development opportunities to enhance your skills and career prospects.
- A dynamic and supportive work environment that fosters collaboration and innovation.
- The opportunity to work on exciting projects that drive business growth and improvement.
- A generous annual leave entitlement and flexible working arrangements.
Location
This role is based in Genoa, Italy, and requires relocation to join our team.
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