ICT SERVICE MANAGER BI&Reporting
Descrizione dell'offerta
In order to reinforce our Group Infrastructures & ICT Services capabilities, we are searching for an ICT Service Manager – Business Intelligence and Reporting , reporting to the Group ICT Application Lead.
RESPONSIBILITIES
- Act as the main business contact for the stability, availability, and performance of BI services
- Manage SLAs, KPIs, and service quality metrics , ensuring alignment with business needs and ICT standards
- Lead service review meetings with key stakeholders and drive improvement actions
- Ensure effective incident, problem, and service monitoring management in line with ITIL best practices
- Coordinate communication and escalations to ensure service continuity and customer satisfaction
- Promote Continuous Service Improvement using service data and performance insights
- Review service agreements to optimize costs and improve service quality
- Support transition to service from projects and post go-live activities
QUALIFICATION
- University degree in Engineering, Computer Science, or a related field;
- 3+ years of professional experience in similar roles within complex organizational environment;
- ITIL frameworks and customer-oriented service management (ITIL v4 preferred) and ITSM tools (e.g. Jira, ServiceNow);
- Understand cloud architectures, security, and compliance;
- Knowledge/experience with data platform (MS Fabric, AWS) and BI reporting tools (SAP BO, PowerBI);
- Project management experience (certifications are a plus);
- Strong communication, analytical, and organizational skills, a results-oriented mindset, and a clear focus on performance measurement and continuous improvement are required;
- Fluent English is a must, Italian will be a plus;
- Availability to travel (20%).
Location: Fabriano or Milan (hybrid work mode)
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