ITSM Manager with Italian

Andersen is seeking an experienced ITSM Manager to join a project focused on maintaining and enhancing web and mobile applications for a major automotive client. You will play a key role in ensuring the stability, security, and performance of digital services while managing critical operational processes.

Key responsibilities

• Managing and improving ITSM processes, including incident, problem, and change management.
• Monitoring service performance, SLAs, and KPIs to ensure operational excellence.
• Leading Major Incident Management activities, including communication and post-incident reviews.
• Coordinating efforts between service desk, infrastructure, and development teams.
• Preparing service reports and dashboards for both technical and business stakeholders.

Requirements

• At least 2 years of experience in ITSM, service delivery, or IT operations management.
• Proven ability to lead Major Incident Management and perform root cause analysis.
• Strong skills in defining and reporting on SLAs, KPIs, and operational metrics.
• Upper-intermediate English and intermediate Italian language proficiency.
• Experience in process improvement, documentation, and service onboarding.

What we offer

• Opportunities to work with global industry leaders and diverse international teams.
• Access to an extensive internal knowledge base and professional development courses.
• Compensation programs for obtaining international professional certifications.
• Clear career growth paths with options to evolve into technical or management roles.
• A supportive environment that encourages mentorship and knowledge sharing.