IT Service Manager (ITSM)

MRP Global; Piemonte; Remote; EUR 80,000 - 110,000; Full time

Job summary

MRP Global seeks a Senior IT Service Manager (ITSM) for an international end user in Piemonte, Italy, on a long-term Partita IVA engagement. Excellent rates and remote work with travel to European sites once a month are offered.

The role oversees incident, request and problem management, service desk coordination, end-user services, and continuous improvement, ensuring releases are ready and supported.

Qualifications

• Proven experience in IT Service Management or IT Operations.
• Strong ITIL knowledge across Incident, Request, Problem and Change Management.
• Experience managing enterprise services, vendors, SLAs/OLAs, KPIs and escalations.
• Familiarity with ServiceNow, Jira, Microsoft 365, workplace services and software asset management.
• Strong communication, analytical, decision-making and stakeholder management skills.
• Fluent Italian and professional working proficiency in English; French is advantageous.

Responsibilities

• Oversee Incident, Request and Problem Management, application support, SLAs, KPIs and backlogs.
• Coordinate Service Desk, L2/L3 support, DevOps, Product Owners and vendors, managing escalations through to resolution.
• Oversee workplace services, end-user support, software licensing and compliance.
• Drive continuous improvement, automation, root-cause analysis and knowledge management.
• Lead service reviews, reporting and stakeholder communications.
• Ensure new releases are operationally ready, documented and supportable.

Skills

IT service management

ITIL knowledge

Vendor & KPI management

Stakeholder management

Analytical thinking

Excellent communication

Italian language

English proficiency

Tools

ServiceNow

Jira

Microsoft 365

Software asset management

Job description

Senior IT Service Manager (ITSM) to join an international end user in Piemonte, Italy on a long term Partita IVA engagement.

Excellent rates, remote working (travel to sites within Europe once a month) & long term assignment.

Key Responsibilities

• Oversee Incident, Request and Problem Management, application support, SLAs, KPIs and backlogs.
• Coordinate Service Desk, L2/L3 support, DevOps, Product Owners and vendors, managing escalations through to resolution.
• Oversee workplace services, end-user support, software licensing and compliance.
• Drive continuous improvement, automation, root-cause analysis and knowledge management.
• Lead service reviews, reporting and stakeholder communications.
• Ensure new releases are operationally ready, documented and supportable.

Requirements

• Proven experience in IT Service Management or IT Operations.
• Strong ITIL knowledge across Incident, Request, Problem and Change Management.
• Experience managing enterprise services, vendors, SLAs/OLAs, KPIs and escalations.
• Familiarity with ServiceNow, Jira, Microsoft 365, workplace services and software asset management.
• Strong communication, analytical, decision-making and stakeholder management skills.
• Fluent Italian and professional working proficiency in English; French is advantageous.

The ideal candidate will be located in the Piemonte region in towns/cities such as: Torino/Turin, Alba, Barolo, Asti, Saluzzo, Cuneo, Ivera or any other neighbouring cities/towns.