Service Manager (with Italian language)

Responsibilities 

• Leading the delivery of Application Management services for AI & Data solutions on modern cloud-based Data Platforms for prestigious companies with operations on a global scale, leveraging an international team of resources/service operators mainly based in India and Italy. 

• Planning, implementing, delivering, and managing services and related SLAs. 

• Providing periodic useful information to all interested stakeholders about the service status and opportunities for service improvement (e.g., automating recurring tasks, adopting AI, etc.). 

• Ensuring effective service delivery that meets the needs of enterprise-class clients, such as: 

• Reducing the number of tickets while maintaining the same scope and reducing the backlog of incidents and service requests. 

• Improving communication with key stakeholders of the service. 

• Enhancing the Knowledge Base to enable users and operational teams to find solutions to common issues independently. 

• Maintaining the governance structure and monitoring compliance with SLAs. 

• Identifying and implementing continuous improvement actions. 

• The main objective will be to ensure that services are provided effectively and meet the needs of enterprise-class clients. 

• Managing and optimizing ITSM processes/practices (Incident Management, Problem Management, Service Request Management, Change Management, and Release Management). 

• Monitoring the performance of IT services and implementing continuous improvements (CSI) to ensure a high level of user satisfaction. 

• Managing any relationships with suppliers (e.g., infrastructure services), ensuring compliance with the services outlined in contracts. 

• Developing and maintaining detailed documentation on ITSM processes and standard operating procedures and introducing continuous innovation within the service. 

• Coordinating and conducting root cause analyses for recurring incidents and problems. 

• Overseeing the dissemination of necessary knowledge and the delivery of training to service operators. 

• Preparing reports and presentations for management regarding service performance, indicating corrective actions and/or areas for improvement. 

Skills and attributes for success 

• Strong Delivery Management skills: Proven ability to collaborate with international teams across multiple time zones and deliver high-quality Application Management Services for complex AI & Data platforms in enterprise environments. 

• Service-Oriented Mindset: A strong focus on service excellence, with the ability to drive improvements in user satisfaction, reduce incident volumes, and maintain compliance with demanding SLAs. 

• Process and ITSM Expertise: In-depth understanding of ITIL frameworks and IT service management best practices, with hands-on experience in Incident, Problem, Change, Release, and Service Request Management processes. 

• Technical Proficiency in AI & Data Platforms: Solid grasp of modern cloud-based data ecosystems (especially Azure) and familiarity with tools such as Databricks, Power BI, and Informatica IPaaS. 

• Data-Driven Decision Making: Ability to use service metrics, KPIs, and reporting tools to identify trends, assess performance, and implement continuous service improvement (CSI) initiatives. 

• Communication and Stakeholder Management: Excellent verbal and written communication skills in both Italian and English, with the ability to effectively engage stakeholders at all levels, from technical teams to executive leadership. 

• Problem Solving and Root Cause Analysis: Analytical mindset with a proactive approach to identifying and resolving systemic issues, driving root cause analysis, and implementing preventive measures. 

• Innovation and Continuous Improvement: Enthusiasm for leveraging emerging technologies—including AI and automation—to modernize operations, enhance efficiency, and deliver higher value to clients. 

• Documentation and Knowledge Management: Ability to develop and maintain comprehensive documentation and knowledge bases to support operational consistency and self-service adoption. 

Other key requirements: 

• Degree in a STEM field. 

• Solid experience in managing and delivering Application Maintenance services in the AI & Data domain within structured client environments with global operations. 

• Good knowledge of ITIL practices and IT service management methodologies.  Proven experience in managing and delivering IT services with SLAs in international contexts, with distributed onshore and offshore teams. 

• Proven experience with Azure Cloud technology solutions. 

• Good knowledge of reference products in Data Analytics and Business Intelligence (Databricks, MS Power BI, Informatica IPaaS). 

• Good knowledge of IT service management tools (e.g., ServiceNow, Jira, Remedy, etc.). 

• Proficiency in written and spoken Italian and English (B2- C2). 

• Excellent communication and relational skills. 

Nice to have: 

• Certifications in ITIL methodologies (V3 or V4) and other frameworks like Six Sigma, DevOps, Cobit. 

• Knowledge or experience with innovations in the AMS field (e.g., use of AI).