Global IT Sr Specialist Applications Maintenance

Date: Oct 7, 2024- Location: Sesto San Giovanni, Milan, IT- Additional Location:
- Function: IT- Seniority Level: Mid-Senior level- Employment type: Permanent- Workplace Type: Hybrid- Company: Davide Campari Milano N.V.Campari Group today is a major player in the global branded spirits industry, with a portfolio of over 50 premium and super premium brands, marketed and distributed in over 190 markets around the world, with leading positions in Europe and the Americas.

Headquartered in Milan, Italy, Campari Group owns 22 plants worldwide and has its own distribution network in 22 countries, and employs approximately 4,000 people.

Shares of the parent company Davide Campari - Milano N.V. are listed on the Italian Stock Exchange since 2001. Campari Group is today the sixth-largest player worldwide in the premium spirits industry.

**General Description of the Role**

The Global IT Senior Specialist Applications Maintenance Service is a key role in the Global IT team reporting to the Global IT Senior Director Supply Chain and is part of the Supply Chain Centre of Excellence.- incident reduction
- user satisfaction
- automation of recurring tasks.
- Problem management activities for the reduction in recurring incidents and removal of major incident root cause

The objective of the role is to ensure the delivery of the services in this area managing external outsourcing providers.

**Mission/Objectives**

Partnering with external outsourcing providers the role is accountable for the delivery of excellence services to the organization, reporting service level and ensure a continuous service improvement.

**Key Responsibilities and Activities**
- Be the Campari IT point of contact for any topic in Application Maintenance in the respective area of responsibility
- Acquire a good knowledge of Campari processes and leverage this knowledge to drive quality and improvements in the AM services
- Build strong relationship with Campari IT colleagues and with business key users.
- Outsourced Service management through Business oriented KPIs development and monitoring, Service reviews and SLA management.
- Ensure constant Application Performance Monitoring and proactive performance improvements
- Ensure the delivery of second and third level Application Support consistently and according to the agreed service level
- Ensure that Corrective and Evolutionary Maintenance are regularly performed according to the defined procedures
- Monitor the execution of root cause analysis and problem management
- Ensure any new release of a SaaS Applications is implemented on time and without any business disruption
- Lead the service provider in the introduction of automation for common, repeatable, manual tasks.
- Drive the implementation of Continuous Service Improvement practices to reduce recurring issues, enhance problem management, fasten resolution of critical incidents, improve productivity, optimize software licenses and increase end-user satisfaction
- Be an active member of CAB.
- Monitor and ensure a proper Knowledge Based is created, updated and available to both IT and business users
- Help to manage and prioritize backlog of support based on clear understanding of business criticality
- Develops and lead business process improvement initiatives

**Key Relationships**

Internal: IT country management, ; Global IT Manager Integrated Service Delivery; SAP Platform Leads; Global IT Director Infrastructre & Operations Other Application Maintenance Service Leads; COE team; Business Process Owners and Key Users

External: external technology providers

**Experience & Education**
- Minimum 5 years of proven experience in IT in a multinational company with an IT outsourcing model or in an IT Consultancy firm focused on technology services. A past experience in FMCG company is a plus.
- Experience in adopting the ITIL framework in an organization
- International working experience (having lived and worked abroad) is a plus
- Experience of working in a matrix organization
- Experience in leading an outsouced team including near-shored and offshored services
- Excellent understanding and experience of using an ITSM tool and its capabilities as a service management platform.
- Able to take ownership of complex technical issues.
- Bachelor's or master's degree in computer science, information systems, business administration or related field
- Fluency in English is a must, other languages are a plus
- ITIL V3 Foundation (required)
- Prince 2 and/or equivalent project methodology (desirable)
- Agile Methodology (desirable)

**Required Skills & Traits**
- Excellence service management skills
- Experience in vendor management is preferred
- Cross Functional knowledge in FMCG Company
- Have an excellent understanding of all the key elements and processes relating to IT service management
- Exceptional customer relationship management skills and ability to create a culture of customer centricity
- Excellent analytical, strategic conceptual t