Role: IT Service Manager – ITIL, ITSM, Data Digital Solutions, AMS (Application Maintenance Services), Reporting Services, E-Commerce, ServiceNow, SaaS, Change Management – Global FMCG CustomerLocation: Milan, Italy – including Remote Working with International TravelA 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 practicesRedesign and enhance service-related processes to improve efficiency, reduce complexity, and drive service excellenceLead the implementation and management of a new corporate ITSM platform, ensuring adoption across internal teams and service providersOversee and manage IT service delivery to ensure high-quality support, acting as a Critical Incident Manager when neededDrive service optimisation and innovation by leveraging data, AI, and automation to enhance service performanceEnsure vendor and contract management, overseeing SLAs and maintaining high service performance for Application Management ServicesDevelop a comprehensive knowledge base to improve operational efficiency and reduce reliance on individual expertiseThe IT Service Manager will ideally have the following experience:Proven experience in ITSM process governance and optimisation within a global enterpriseStrong understanding of ITIL best practices, with experience in service design, process automation, and driving efficiency improvementsExperience implementing and managing ITSM platforms (ServiceNow preferred) and ensuring full adoption across teamsIndustry experience within FMCG, Retail, or E-Commerce is highly desirableITIL certification is requiredExposure 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.
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