Service Delivery Manager

MSC Mediterranean Shipping Company is a global business engaged in the shipping sector. Present in 155 countries, MSC facilitates international trade between the world’s major economies, and among emerging markets across all continents. Headquartered in Geneva, Switzerland, since 1978, MSC is a privately-owned organisation driven by the Aponte family. Today, we continue to focus on caring for customers, employees and the environment.

From a one-vessel operation to a globally respected business we have an unfaltering commitment to people that have passion, creativity and willing to make a change.

MSC Technology Italy is the first division located in the national territory, complementing existing offices in Geneva (the Group's headquarters), Warren (New Jersey, USA), and Chennai (India).

MSC Technology embodies Passion and a commitment to Continuous Evolution, strongly believing in Equal Opportunities and Caring for its People—ultimately fostering a sense of Family within the Company.

With over 3,000 employees, our Technology Department plays a pivotal role in driving business growth and elevating the quality standards across our functional lines.

Working within an international office and engaging in cross-country collaboration offers the opportunity to connect with individuals boasting diverse technical skills, backgrounds, cultures, and professional experiences. International travel not only enriches your understanding of business and languages within the ICT realm but also provides avenues for personal and professional growth.

In 2020, MSC Technology Italy was established as a technological division of MSC with the goal of creating a Center of Excellence to support the MSC Group's business.

Do you recognize yourself? Then come work with us and be part of MSC’s family

MSC Technology Italia is looking for an experienced Service Delivery Management (SDM) Manager to join its Global Operations Center in Turin.

The successful candidate will be responsible for ensuring the delivery, performance, availability, resilience, and continuous improvement of IT services and infrastructure, acting as a key link between business stakeholders, technical teams, vendors, and global IT functions.

This role is ideal for professionals with a strong background in IT Service Management, Infrastructure & Cloud Operations, and mission-critical environments, with a focus on operational excellence, service quality, and continuous improvement.

Reporting Line

• Hierarchical: Global CISO & Turin’s Head of Infrastructure and Security

• Functional: Service Delivery Management Lead, Geneva

Key Responsibilities

• Ensure the delivery, performance, availability, and continuous improvement of IT infrastructure and operational services.

• Oversee Infrastructure & Cloud Operations across enterprise, hybrid cloud, and mission-critical environments.

• Manage Incident, Problem, Change, and Major Incident Management processes in line with ITIL best practices.

• Monitor and govern SLAs, KPIs, service performance, availability, and operational quality, driving remediation and improvement actions.

• Act as the key interface between business stakeholders, technical teams, security functions, vendors, and external service providers.

• Support the management and evolution of Microsoft Azure Foundation, hybrid cloud environments, and enterprise infrastructure services.

• Leverage ITSM, monitoring, observability, and reporting platforms such as ServiceNow, Datadog, and Power BI to drive service governance and performance analysis.

• Support Business Continuity, Service Resilience, automation, and continuous improvement initiatives to enhance reliability and operational efficiency.

Qualifications & Experience

• Bachelor's or Master's degree in IT, Computer Science, Engineering, or a related field.

• Proven experience in Service Delivery Management, IT Operations, Infrastructure Management, or similar leadership roles.

• Strong technical background in enterprise infrastructure, including systems, networks, databases, security, and mission-critical services.

• Good knowledge of Microsoft Azure Foundation, hybrid cloud architectures, and cloud service models including IaaS, PaaS, and SaaS.

• Experience with ServiceNow, Datadog, or equivalent ITSM, monitoring, and observability platforms.

• Knowledge of Linux and Windows environments, automation, scripting, DevOps practices, and remote access technologies such as Citrix.

• Strong knowledge of ITIL and IT Service Management, including Incident, Problem, Change, Major Incident Management, SLA governance, and service reporting.

• Strong stakeholder and vendor management, analytical, prob