Ict Application Services Manager

Buscojobs; Emilia-Romagna; Ibrido; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

A leading company in the FMCG sector is seeking an ICT Application Services Manager to oversee Application Management Services. This role involves ensuring high-quality service delivery through vendor management, process optimization, and stakeholder engagement in Milan. The ideal candidate has a Bachelor's degree and significant experience in application services management.

Competenze

• 5 years’ experience in application maintenance and solution implementation.
• Deep understanding of AMS processes and KPIs.
• Fluent in Italian and English; knowledge of other languages is a plus.

Mansioni

• Oversee vendor performance and monitor SLAs in AMS.
• Manage incident escalation and ensure timely resolution.
• Drive process improvements and document best practices.

Conoscenze

Communication

Stakeholder Management

Analytical Skills

Problem Solving

Leadership

Formazione

Bachelor's degree in Computer Science

Bachelor's degree in Engineering

Bachelor's degree in Management

Bachelor's degree in Economics

Descrizione del lavoro

Domain: Information & Communication Technology

Location: Milano, IT

ICT Application Services Manager

We are seeking an ICT Application Services Manager to join our Group ICT Team based in Milan.

How you make the difference

As an ICT Application Services Manager, you will ensure high-quality Application Management Services (AMS) by overseeing vendor performance, monitoring SLAs, and aligning with IT and business stakeholders. You will optimize AMS through governance, financial oversight, and continuous process improvement. Additionally, you will facilitate the seamless introduction of new solutions into AMS operations, enhancing ICT service quality, cost-efficiency, and alignment with business objectives.

Your responsibilities include:

• Act as the primary contact for AMS governance, overseeing vendor performance, SLA adherence, and tracking metrics like response times and open ticket volumes.
• Lead regular meetings with AMS providers, functional teams, and BU IT Managers to review performance, discuss open tickets, and ensure service standards are met. Collaborate closely with the ICT Application team to maintain desired SLAs.
• Manage incident escalation and resolution, ensuring timely addressing of issues and implementing preventive measures.
• Validate AMS billing accuracy and coordinate with IT Governance to ensure contract compliance.
• Keep stakeholders informed about SLA compliance, service levels, and issues impacting performance.
• Drive process improvements, document best practices, and coordinate service transitions for new solutions.

Team and reporting structure

You will report directly to the ICT Solution Delivery Manager and collaborate with the ICT Application team, BU IT Managers, ICT Governance team, and DEX team.

Ideal candidate profile

• Bachelor's degree in Computer Science, Engineering, Management, or Economics.
• Minimum of 5 years' experience in similar roles or in application maintenance and solution implementation.
• Deep understanding of AMS processes and KPIs.
• Excellent communication and stakeholder management skills, capable of engaging at all levels, including international contexts.
• Strong analytical and problem-solving abilities.
• Leadership skills to drive performance reviews and influence vendors and teams.
• Attention to detail to ensure service standards and contractual obligations are met.
• Fluent in Italian and English; knowledge of additional languages (Spanish, French, German) is a plus.

What’s in it for you

• Contract type: Permanent
• Working hours: Full-time
• Remote working: Available during standard business hours

About Bolton

Bolton is an Italian family-owned FMCG company with over 10,500 employees across 60 offices, 17 production facilities, 10 R&D labs, and 14 fishing vessels worldwide. With over 60 brands, Bolton has been enriching lives for over 75 years, making everyday more delicious, enjoyable, useful, and beautiful.