Senior Service Delivery Manager - Milan

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

• Employee Type ESP - Fixed Term Employee

Senior Service Delivery Manager – IT Managed Services

Location: Milan, Italy – On-site presence at Milan airports required
Contract: 6-Month Fixed-Term Contract (FTC)
Salary: €70,000 per annum (FTE) – €35,000 gross for the 6-month contract
Working Hours: Full-time
Languages: Fluent Italian and English essential

Take ownership. Lead service excellence. Make an impact.

At ESP Global Services, we deliver IT support and managed services to some of the world's most recognised organisations, operating across more than 150 countries.

We are looking for an experienced Senior Service Delivery Manager to join us on a six-month fixed-term contract, supporting a high-profile customer within the aviation sector in Milan.

This is an opportunity for a confident, hands‑on service delivery professional who thrives in complex, fast‑paced environments, builds strong customer relationships and knows how to turn operational challenges into measurable service improvements.

You’ll be the senior operational interface between our customer, technical delivery teams and service partners, taking ownership of service performance, operational governance and customer satisfaction.

What you’ll be doing

As our Senior Service Delivery Manager, you’ll take responsibility for ensuring our IT services are delivered effectively, consistently and in line with customer expectations.

Your key responsibilities will include:

Service Delivery Leadership: Take end‑to‑end ownership of IT service delivery, ensuring contractual commitments, SLAs and KPIs are consistently achieved.

Customer Relationship Management: Act as the primary operational contact for the customer, building trusted relationships with senior stakeholders and managing expectations confidently.

Service Performance & Governance: Lead regular service reviews, performance reporting, operational governance meetings and improvement discussions.

Incident & Escalation Management: Take control of major incidents, recurring service issues and complex escalations, coordinating teams and suppliers to restore and maintain service performance.

Supplier & Partner Management: Work closely with internal technical teams, external service providers and third‑party partners to ensure clear accountability and effective service coordination.

Continual Service Improvement: Identify opportunities to improve service quality, operational efficiency and customer experience, translating these into practical, measurable improvement plans.

Operational Risk & Service Continuity: Proactively identify service risks, address operational gaps and ensure appropriate support arrangements are maintained.

Stakeholder Communication: Provide clear, timely and professional communication on service performance, operational challenges, corrective actions and progress.

What we’re looking for

We’re looking for an established IT Service Delivery professional who brings experience, sound judgement and the confidence to operate independently within a demanding customer environment.

You’ll ideally bring:

Significant experience in a Senior Service Delivery Manager, IT Service Delivery Manager or comparable customer‑facing IT service management position.

A proven track record of managing complex IT services, ideally within a managed services, IT outsourcing or multi‑supplier environment.

Strong working knowledge of ITIL practices, particularly incident, problem, change, service‑level and continual service improvement management.

Experience managing demanding customer relationships, including senior stakeholder engagement and challenging service escalations.

The ability to coordinate technical teams, operational resources and external suppliers to achieve results.

Strong analytical skills, with experience interpreting SLA/KPI performance and driving meaningful service improvements.

Excellent communication, organisational and problem‑solving skills.

A practical, commercially aware approach to managing service commitments and customer expectations.

Fluency in both Italian and English, written and spoken.

The ability to work on‑site at Milan airports as required and meet relevant site‑access requirements.

Experience supporting aviation, airport operations or other business‑critical, high‑availability IT environments would be advantageous, although it is not essential.

What makes you successful in this role?

You’ll be someone who takes genuine ownership of service outcomes rather than simply reporting on performance.

You're comfortable making decisions, challenging constructively when required and bringing structure to complex operational situations. You know how to build credibility with customers, influence teams without direct management authority and maintain momentum when priorities compete.

Above all, you're proactive, resilient and focused on delivering a consistently excellent customer experience.

At ESP, you’ll be part of an international IT services organisation where collaboration, accountability and customer focus are central to how we operate.

This assignment offers the opportunity to:

Take a leading role in delivering IT services within a high‑profile aviation environment.

Work directly with senior customer stakeholders and experienced technical delivery teams.

Make a visible impact on service performance, operational stability and customer satisfaction.

Gain experience within a global IT managed services business supporting customers across multiple industries and geographies.

ESP Global Services is committed to providing equal employment opportunities and creating an inclusive working environment where everyone can succeed.