Role: IT Service Manager – ITIL, ITSM, Data & Digital Solutions, AMS (Application Maintenance Services), Reporting Services, E-Commerce, ServiceNow, SaaS, Change Management – Global FMCG Customer
Salary: €40K-€45K, Bonus & Benefits
Location: Milan, Italy – including Remote Working with International Travel
A Global IT Service Manager is required by a leading international consumer goods group to drive IT Service Management and process optimisation across the business. This standalone role sits within a wider global technology team and will focus on enhancing service-related processes, improving efficiency, and ensuring ITSM best practices are adopted and followed.
The IT Service Manager will be responsible for:
* Own and optimise global ITSM processes, ensuring alignment with business needs and ITIL best practices
* Redesign and enhance service-related processes to improve efficiency, reduce complexity, and drive service excellence
* Lead the implementation and management of a new corporate ITSM platform, ensuring adoption across internal teams and service providers
* Oversee and manage IT service delivery to ensure high-quality support, acting as a Critical Incident Manager when needed
* Drive service optimisation and innovation by leveraging data, AI, and automation to enhance service performance
* Ensure vendor and contract management, overseeing SLAs and maintaining high service performance for Application Management Services
* Develop a comprehensive knowledge base to improve operational efficiency and reduce reliance on individual expertise
The IT Service Manager will ideally have the following experience:
* Proven experience in ITSM process governance and optimisation within a global enterprise
* Strong understanding of ITIL best practices, with experience in service design, process automation, and driving efficiency improvements
* Experience implementing and managing ITSM platforms (ServiceNow preferred) and ensuring full adoption across teams
* Industry experience within FMCG, Retail, or E-Commerce is highly desirable
* ITIL certification is required
* Exposure to AMS, SaaS, Data, AI, and Digital solutions is a plus.
This role is a permanent position with a hybrid working model based out of an office in Milan offering a competitive salary with bonus and benefits. If you are an IT Service Manager who has the experience mentioned then please apply immediately for consideration.