Service Manager with Italian

The Opportunity

This role offers a unique chance to support large, global organizations by ensuring the stability, scalability, and efficiency of their AI & Data platforms. You will work closely with international teams to deliver best-in-class Application Management Services, driving continuous improvement, automation, and operational excellence.

Responsibilities

As a Service Manager, you will be responsible for:

Service Delivery & Operations

• Leading end-to-end delivery of Application Management Services for AI & Data solutions running on modern, cloud-based data platforms.
• Coordinating international teams (primarily India and Italy) to ensure smooth and reliable service operations.
• Managing SLAs, service performance, and operational governance for enterprise-scale clients.

Service Monitoring & Continuous Improvement

• Providing regular service updates to stakeholders, including performance reports, risk analysis, and improvement recommendations.
• Identifying opportunities for optimizing operations (e.g., automation, AI-driven enhancements).
• Reducing incident volume while maintaining existing scope and decreasing the backlog of requests.
• Enhancing the service Knowledge Base to support self-service resolution for end users and operators.

Process & ITSM Management

• Managing core ITSM processes: Incident, Problem, Change, Release, and Service Request Management.
• Ensuring SLA compliance and improving communication across service stakeholders.
• Conducting root cause analyses and implementing preventive measures.
• Maintaining documentation, SOPs, and process governance.

Stakeholder & Supplier Management

• Managing communication and expectations across both business and technical stakeholders in multilingual, multicultural environments.
• Overseeing relationships with infrastructure and service suppliers to ensure contractual compliance.
• Preparing detailed service performance presentations and improvement plans for leadership.

Skills & Attributes for Success

Delivery & Leadership

• Strong experience managing international, distributed teams across time zones.
• Proven ability to deliver complex Application Management Services in enterprise environments.

Service Orientation & Process Expertise

• Deep understanding of ITIL practices, SLAs, and ITSM frameworks.
• Hands-on experience with AMS operations for large-scale AI & Data platforms.

Technical Knowledge

• Good understanding of cloud-based data ecosystems (especially Azure).
• Familiarity with Databricks, Power BI, and Informatica IPaaS.
• Experience with ITSM tools (ServiceNow, Jira, Remedy).

Soft Skills

• Excellent communication skills in English and Italian (B2–C2).
• Strong analytical and problem-solving abilities.
• Ability to drive continuous improvement and adopt emerging technologies (AI, automation).

Requirements

• Degree in a STEM discipline.
• Solid experience managing Application Maintenance/Support services for AI & Data platforms.
• Proven background working with global clients and distributed delivery teams.
• Strong knowledge of ITIL processes and service management methodologies.
• Experience delivering services under SLAs in structured, international organizations.
• Proficiency in Azure and modern data analytics technologies.
• Excellent communication, interpersonal, and stakeholder-management skills.

Nice to Have

• ITIL (V3/V4), DevOps, COBIT, or Six Sigma certifications.
• Experience using AI/automation within AMS operations.