It Service Manager

Overview

Job Description • It Service Manager • Posting Start Date: 30/04/2025 • Country: Italy • Location: Milan • Function: Digital • Experience: 5 - 10 years

We are a global leader in the tire industry, specialized in designing, developing, manufacturing, and marketing high-performance tires for cars, motorcycles, and bicycles. With a presence in over 160 countries and around 18 production facilities, we pride ourselves on our cutting-edge technology and commitment to sustainability. Innovation is at the heart of everything we do, and it is fueled by our commitment to the inclusion of unique perspectives and different experiences. Because power is nothing without our people!

Why Join Us

• International, engaging, and supportive working environment.
• Global onboarding process.
• Bespoke training and development programs accessible to all.
• Competitive welfare and benefits package.
• International mobility opportunities.

Drive Your Future

As IT Service Manager, you will be responsible for the Service Management (ITSM) group within the Digital Operations. You will have the responsibility of the ITSM projects based on ServiceNow platform, with the aim to review the overall processes at worldwide level, thus implementing them on Service Now. The ITSM projects are divided into two phases:

1. Phase 1: CMDB, Application Catalogue, Change Management and Service Request for User Access
2. Phase 2 - Incident Management, Demand Management, Service Request Management, Problem Management

Your Core Activities

• Project Management of the ITSM project: lead the ITSM project based on the ServiceNow platform, overseeing the review and implementation of processes at a global level.
• Standardization and Continuous Improvement: standardize ITSM processes used in Pirelli globally and continuously improve them to enhance efficiency and effectiveness.
• Performance Monitoring and Reporting: define and create reports to monitor the performance of the Operations team, ensuring accurate tracking and analysis of key metrics.
• Application Maintenance and Budget Management: guarantee the maintenance of the platform and manage the Service Management budget to ensure optimal resource allocation.
• Roadmap and Team Management: define an evolution roadmap for the platform, including SLA definitions for each service, and manage the team to achieve project goals.

What We Are Looking For

• At least 8 years of experience in Digital/IT department. Nice to have experience in IT Operations.
• Good knowledge of ITSM processes and ServiceNow platform
• Strong communication skills and ability to manage relationships with stakeholders at various corporate levels.
• Good knowledge of English, both written and spoken.

What Puts You In Pole Position

• Experience in service management projects.
• Ability to work in a fast-paced and dynamic environment.
• Proactive attitude and problem-solving skills.