IT Service Manager

The Boston Consulting Group GmbH; Monza; In loco; EUR 50.000 - 80.000; Tempo pieno

Descrizione del lavoro

The Boston Consulting Group is seeking an IT Service Manager to lead IT operations across its Italian offices. The role involves managing a team, ensuring exceptional service delivery, and collaborating closely with local and global stakeholders to drive operational excellence. Ideal candidates will have a strong background in IT management, excellent communication skills in English and Italian, and a commitment to high standards of customer service.

Competenze

• Solid experience in an IT management or team leader role.
• Technical expertise across Windows, macOS, and networking.
• Strong understanding of ITIL and IT service processes.

Mansioni

• Lead IT service operations across office locations.
• Manage a team and oversee IT project initiatives.
• Ensure SLA and KPI compliance using IT service management tools.

Conoscenze

Leadership

Technical Support

Problem-Solving

Communication

Customer Service

Formazione

IT Management experience

ITIL Foundation certification

Strumenti

ServiceNow

SCCM

Zoom

WebEx

Tableau

Trello

Slack

Descrizione del lavoro

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.

To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

What You'll Do

You will be joining BCG’s dynamic local IT team as an IT Service Manager, playing a pivotal leadership role in driving the delivery of exceptional IT support and services across Italian offices (Milan and Rome).

With a focus on continuous improvement, stakeholder engagement, and operational excellence, you will oversee daily IT operations and lead a team of IT professionals, ensuring seamless service delivery that empowers our business, clients, and people.

Partnering closely with the local office leadership, you’ll manage local initiatives, contribute to global projects, and coordinate end-to-end service delivery, from Audio / Video support and infrastructure management to laptop provisioning and IT asset lifecycle. This is a hands-on leadership role where you’ll actively mentor your team, manage vendor relationships, and translate technical needs into business impact.

You will report directly to the Local EMC (East Mediterranean and Caspian) IT Service Senior Manager and thrive in BCG’s high-performing, fast-paced, and service-oriented culture.

You are good at :

• Leading daily IT service operations across office locations, ensuring delivery excellence and customer satisfaction;
• Acting as a technical point of escalation and subject matter expert across hardware, software, AV, and network domains;
• Managing and coaching team members through regular check-ins, performance feedback, and development planning;
• Supporting BCG users across diverse environments : in-office, at client sites, and during events (e.g., offsites, exec briefings);
• Preparing and deploying laptops (PC / Mac), managing configurations, and ensuring smooth onboarding / offboarding processes;
• Coordinating maintenance and repair of assets, working with vendors to ensure high availability and performance;
• Overseeing local IT projects and contributing to global initiatives with an operational lens;
• Ensuring SLA and KPI compliance through proactive use of IT service management tools (e.g., ServiceNow);
• Creating performance reports, analyzing KRIs, and identifying opportunities for service improvement;
• Facilitating A / V training and documentation to promote tech adoption and user self-sufficiency;
• Displaying composure, emotional intelligence, and flexibility in complex and fast-evolving scenarios.

Who You'll Work With

• Solid experience in an IT management or team leader role, ideally in a professional services or multinational environment;
• Technical expertise across Windows, macOS, Office Suite, VPN, networking (LAN / IP), SCCM / imaging, and cloud technologies, video conferencing tools (Zoom, WebEx) and A / V setups. Familiarity with tools like Tableau, Trello, Slack, and Agile operating models is a plus;
• Strong understanding of ITIL (Foundation certified preferred) and IT service management processes;
• Excellent communication skills (written and oral) both in Italian and English, and ability to engage with all levels of stakeholders;
• Project management experience, especially in office fitouts / buildouts or cross-office initiatives;
• Strong people leadership skills, high level of professionalism, integrity, and commitment to customer service.

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.

BCG is an E - Verify Employer. Click here for more information on E-Verify.

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