It Service Manager Napoli

It Service Manager
Napoli
Campania, Napoli

In a very dynamic and growing IT department, the IT Service Manager reports to the Head of IT Infrastructure and Operations and will be responsible for the improvement and the quality of IT Service Management processes and services.

- Fluent in English (oral and written), any other European language is an advantage;

- Master's degree in computer science, engineering or equivalent;

- At least 5 years of experience in IT Service Management, Service Desk and Incident Management, Service Management Automation, Next Gen ServiceDesk;

- At least 3 years of experience with ServiceNow (design, deploy, configure), CMDB, ServiceNow for business;

- Experience in integration of ServiceDesk of 3rd parties with Service Desk of company, Integration of 3rd party ITSM tools and processes with ServiceNow of MSC Cruises;

- Experience in DevOps and InfraOps, IT Operations Automation, e-Commerce IT, Customer oriented IT solutions and on-line, real-time business (booking & reservation systems, complex search engines) is a strong plus;

- Ability to outline a strategy for the improvement of the IT Service Management, Service Desk and Incident Management, IT Operations unit;

- Experience in management consulting is a strong plus, service delivery and service management experience is a plus;

- Good interpersonal skills and the ability to communicate at all levels, internally and externally;

- Stress resilient, able to keep self and focus control, prioritize, coordinate and deliver within stretched timelines;

- Is an exceptional leader and change agent.

This position will collaborate across the whole organization and help bring disparate teams together into a cohesive unit;

- Ability to coordinate a team of internal employees and external providers (+10 people).

- Supervises the area of IT Service Management, Service Desk and Incident Management in line with the business requirements, and provides input to the Head of IT Infrastructure & Operations and other direct reports responsible for other aspects of IT Services, IT Platforms and IT Operations.

- Leads and-/or supports the development of the IT Service Management, Service Desk and Incident Management life cycle aspects and ensures its integration with enterprise strategic plans;

- Works with business operations teams to ensure good coordination of IT Service Management, Service Desk and Incident Management it life cycle, with an aim to support business processes;

- Builds and maintains relationships with other IT leaders to develop a clear understanding of business needs; ensures cost-effective delivery of IT Service Management, Service Desk and Incident Management to meet those needs, and responds with agility to changing business priorities;

- Stays updated on new technologies for IT Service Management, Service Desk and Incident Management tools and processes and provides direction on what emerging IT Service Management, Service Desk and Incident Management technologies -/ methods should be introduced, integrated and assimilated within IT and Business teams;

- Complies with policies-/standards, and IT quality management strategy;

- Leads IT Service Management, Service Desk and Incident Management practices to track and remediate reoccurring issues and for the overall products health improvement;

- Coaches his Associates and Senior leaders of the scope of the challenge & opportunity, assessment of internal political-/cultural-/skills challenges; VISA REQUIREMENTS (if any)

Right to work in SwitzerlandPart of the MSC Group, MSC Cruises is the market leader in the Mediterranean, South Africa and South America, and sails year-round in the Mediterranean and the Caribbean.

Its seasonal itineraries cover northern Europe, the Atlantic Ocean, South America, southern Africa, and the Persian/Arabian Gulf.

MSC Cruises was born in the Mediterranean, and draws inspiration from this heritage to create a unique experience for holidaymakers worldwide.

As a result of a euro 6. 5 billions investment programme launched in 2003, MSC Cruises' fleet comprises 13 state-of-the-art cruise ships belonging to four different classes: Lirica, Musica, Fantasia and Meraviglia.

The fleet's average age is 7 years, the youngest in the industry.

In 2014, MSC Cruises launched a euro 9 billion, 10 year investment plan to support the second phase of its growth through the order of up to 11 next generation mega cruise ships.

As a result, MSC Cruises' fleet will double by 2026, while the passenger capacity will triple to reach five million passengers per year.

MSC Cruises is the first cruise company to develop an investment plan of this length and magnitude.

MSC Cruises feels a deep responsibility for the environments in which it operates, and was the first company ever to earn the Bureau Veritas "7 Golden Pearls" for superior management and environmental stewardship.

In 2009, MSC Cruises began an enduring partnership with UNICEF to support various programmes assisting children worldwide.