Senior IT Service Delivery Lead – Aviation (Milan on-site)

Esp-Global-Services-3; Varese; On-site; EUR 63,000 - 77,000; Full time

Job summary

ESP Global Services is seeking an experienced Senior Service Delivery Manager for a six‑month fixed‑term contract in Milan. The role entails owning IT service delivery, managing incidents, and coordinating with internal teams and external partners to meet SLAs and KPIs.

Fluency in Italian and English is essential, with on‑site work at Milan airports. You will build strong client relationships, lead governance reviews, and drive continual service improvement in a fast‑paced corporate environment,

Qualifications

• Significant experience in a Senior Service Delivery Manager or similar role.
• Proven track record managing complex IT services in multi‑supplier environments.
• Strong ITIL knowledge across incident, problem, change, SLA/KPI and continual service improvement management.
• Experience managing demanding customer relationships, including senior stakeholders.
• Ability to coordinate technical teams, operational resources and external suppliers to achieve results.
• Strong analytical skills with the ability to interpret SLA/KPI and drive improvements.
• Excellent communication, organizational and problem‑solving skills.
• Fluency in Italian and English (written and spoken).
• On-site presence at Milan airports as required.

Responsibilities

• Take end‑to‑end ownership of IT service delivery, ensuring SLAs and KPIs are achieved.
• Act as the primary operational contact for the customer and manage expectations.
• Lead service reviews, performance reporting and governance meetings.
• Manage major incidents, recurring issues and complex escalations with cross‑functional teams.
• Coordinate with internal teams, external service providers and partners to ensure accountability.
• Identify opportunities for continual service improvement and translate into actionable plans.
• Identify operational risks and ensure appropriate continuity and risk management.
• Provide clear, timely and professional communication on service performance and progress.

Skills

Service Delivery Leadership

Customer Relationship Management

Service Performance Governance

Incident & Escalation Management

Supplier & Partner Management

Continual Service Improvement

Operational Risk & Service Continuity

Stakeholder Communication

Fluency in Italian & English

Job description

ESP Global Services is seeking an experienced Senior Service Delivery Manager for a six‑month fixed‑term contract in Milan. The role entails owning IT service delivery, managing incidents, and coordinating with internal teams and external partners to meet SLAs and KPIs.

Fluency in Italian and English is essential, with on‑site work at Milan airports. You will build strong client relationships, lead governance reviews, and drive continual service improvement in a fast‑paced corporate environment,