Senior Consultant - IT Service Management - Milan, Italy

Infosys; Milano; In loco; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

A leading IT services company in Milan seeks a Senior Consultant in IT Service Management. Responsibilities include managing IT service delivery, improving service quality, and coordinating with various teams. The ideal candidate has a mid-senior level experience, a strong understanding of ITIL practices, and excellent communication skills. This full-time role offers a dynamic work environment and opportunities for professional growth.

Competenze

• Mid-Senior level experience in IT Infrastructure Service Management.
• Experience delivering Lean/Six Sigma projects.
• Strong people management and collaborative skills.

Mansioni

• Manage IT service delivery and coordinate with offshore teams.
• Conduct ongoing reviews of service health and ITIL practices.
• Drive continual service improvement and monitor KPIs.

Conoscenze

IT Infrastructure Service Management experience

CMMI-based process improvement

ITIL understanding

Stakeholder management

Conflict resolution

Strong verbal and written communication skills

Strumenti

ServiceNow

Descrizione del lavoro

Overview

Senior Consultant - IT Service Management - Milan, Italy at Infosys

Role: Senior Consultant - IT Service Management with responsibility for IT infrastructure service management, process improvement, ITIL practices, stakeholder management, and cross-functional delivery in a fast-paced environment.

Responsibilities

• Conduct ongoing reviews on service health and ITIL / service management practices across service transition, delivery, and transformation.
• Point of Contact for escalated IT incidents and update clients on ETA, resolution, or workaround.
• Coordinate with IT teams and vendors across geographies to deliver IT services and projects.
• Gather requirements for future infrastructure enhancements and support incident resolution and project implementations.
• Manage IT service delivery at onshore locations and coordinate with offshore teams for alignment with business requirements.
• Proactively manage service levels, focusing on prevention of failures and swift corrective actions.
• Oversee Daily, Weekly, and Monthly Service Review processes and enable service reporting and governance reviews.
• Drive continual service improvement, track value and benefits, and monitor KPIs for Incident, Problem, and Change management.
• Collaborate with PMO on short / long-term IT project implementations and work with delivery SPOCs and client business users on IT requirements.
• Coordinate with 3rd party vendors / contractors on IT system upgrades, break / fix, or new installations; manage vendor contracts and licenses.
• Implement service improvement and transformation initiatives.

Qualifications

• IT Infrastructure Service Management experience and knowledge of associated service models.
• Experience in CMMI-based process improvement models; experience delivering Lean / Six Sigma projects.
• Practitioner-level understanding of ITIL and working knowledge of service management platforms.
• Experience working with and influencing various levels of management; ability to build relationships across teams.
• Ability to lead, make decisions, solve problems, and collaborate with partners to deliver outcomes.
• Resilient approach; able to identify root causes by asking tough questions.
• Ability to work in a fast-paced environment with flexibility, resiliency, self-awareness, and ability to support other team members.
• Working knowledge of EUC operations including remote support and deskside support.
• Experience in stakeholder management and conflict resolution.
• Strong verbal and written communication skills; ability to convey complex information clearly.
• Technical skills: awareness of service management, project and portfolio management tools (e.g., ServiceNow), knowledge of agile methodologies, ability to identify and instill industry best practices, and proven customer service skills.
• Language: English.
• People skills: service management, stakeholder management, people management.
• Soft skills: create deep client impact; execution excellence.

Employment Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting