Remote ITSM Leader - Incident & Service Operations

MRP Global; Piemonte; À distance; EUR 80 000 - 110 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

IT service management

ITIL knowledge

Vendor & KPI management

Stakeholder management

Analytical thinking

Excellent communication

Italian language

English proficiency

Outils

ServiceNow

Jira

Microsoft 365

Software asset management

Description du poste

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.