Service Manager with Italian

3 tygodni temu

Wroclaw, Polska Link Group Pełny etat

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.

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