Service Delivery Specialist

City: Ravenna, State: Ravenna (IT-RA), Country: Italy (IT), Requisition Number: 45096

Overview

The Service Delivery Specialist is a highly knowledgeable and experienced professional who plays a vital role in ensuring the seamless operation and continuous improvement of Bunge’s BT services at local level. This individual will support and manage various aspects of BT operations, including application and operating systems support, vendor management, and project implementation. This role demands strong technical expertise, exceptional problem‑solving abilities, and a proactive approach to identifying and addressing potential BT challenges.

Main Accountabilities

• Hardware Support: Installing, configuring, troubleshooting, repairing, and replacing desktops, laptops, printers, mobile devices, and other peripherals, and optionally server and network device support.
• Software Support: Installing, configuring, and troubleshooting operating systems, applications, and software updates; resolving application errors and assisting users with software usage.
• Network Support: Troubleshooting basic network connectivity issues and ensuring network performance by supporting the local physical infrastructure; deeper network knowledge may be required in a plant environment.
• User Onboarding/Offboarding: Setting up new user accounts, configuring equipment for new hires, and reclaiming equipment from departing employees.
• Documentation and Knowledge Management: Creating and maintaining documentation such as SOPs and knowledge‑base articles to facilitate issue resolution and knowledge sharing.
• Vendor Management: Coordinating and managing relationships with contractors, vendors, and MSPs; handling procurement processes, overseeing invoice processing, and ensuring timely delivery of services.
• Incident and Request Management: Utilizing ticketing systems (ServiceNow) to track, manage, and resolve user requests and technical issues.
• Meeting Room Support: Setting up and maintaining meeting‑room technology, including audio‑visual equipment and video‑conferencing systems.
• Country & Site‑Specific Support: Providing support for specialized equipment or systems used at specific country locations (e.g., manufacturing plants, warehouses, laboratories, or offices) such as process control systems, access systems, or other industry‑specific technologies.
• Project Work: Leading and/or participating in local business and BT infrastructure projects, such as upgrades, migrations, and new deployments.
• Capitalization & CapEx Closure: Managing the financial aspects of BT projects, ensuring compliance with capitalization and CapEx closure procedures.
• BT Asset Refresh Management: Planning and executing timely refreshes of BT assets, including laptops, desktops, servers, and networking devices, to ensure optimal performance and productivity.

Education / Experience

• Bachelor’s degree, or equivalent combination of education and experience, in Computer Science, Information Technology, or a related field.
• 2+ years of proven experience in an IT support role, demonstrating a strong understanding of IT operations, infrastructure management, and service delivery.
• Proven ability to lead and manage IT projects.
• Excellent communication and interpersonal skills.
• Deep understanding of the ITIL framework and best practices.
• Strong understanding of BT asset management principles.
• Technical competencies:
  • Hardware Expertise: Deep knowledge of computer hardware, including desktops, laptops, servers, peripherals, and mobile devices; diagnosing hardware problems, performing repairs/replacements, and understanding compatibility issues.
  • Networking Fundamentals: Knowledge of network topologies, protocols (TCP/IP, DNS, DHCP), cabling, routers, switches, firewalls, and wireless networking.
  • Operating System Proficiency: Mastery of Windows, macOS, Linux, and mobile OS (Android, iOS); installing, configuring, troubleshooting, and updating operating systems and related software.
  • Software Troubleshooting: Ability to diagnose and resolve software issues, including application crashes, compatibility problems, and malware infections; installing, configuring, and updating software applications.
  • Cybersecurity Awareness: Knowledge of security best practices, including password management, data encryption, malware detection, and incident response, to ensure the security of client systems and data.
  • Mobile Device Management: Ability to configure, troubleshoot, and support mobile devices, including smartphones and tablets, and their integration with corporate networks.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, religion, color, national origin, sex, or protected veteran status, or any other status protected by law.