Senior Consultant - IT Service Management - Milan, Italy

Senior Consultant - IT Service Management - Milan, Italy Job Description Responsibilities Conduct ongoing reviews on service health and ITIL/service management practices across service transition, delivery, and transformation. Point of Contact for escalated IT Incidents and provide updates on ETA, Resolution, or Workaround to the Client. Point of Contact for IT Teams and Vendors across geographies. Point of Contact for future Infrastructure Enhancement and requirement gathering. Coordinate with IT teams at different client sites for Incident resolution and Project Implementations. Manage IT Service Delivery at onshore locations. Coordinate with Offshore IT Team for coherence with business requirements. Proactively manage service levels with a primary focus on prevention of failures and swift corrective actions when necessary. Responsible for effective management of the Daily, Weekly and Monthly Service Review processes. Enable Service Reporting and Governance Reviews. Responsible for Service Performance Management and develop/manage corrective action plans with Service functions and Partner groups. Drive continual service improvement processes, tracking anticipated value and benefits. Monitor KPI for Incident, Problem and Change Management and provide Client feedback to Offshore Team. Work with PMO on short/long term IT Project implementations. Work with Delivery SPOCs and client Business users on IT requirements. Coordinate with 3rd party vendors/contractors on IT system upgrades, break fixes, or new installations. Vendor contract and license management. Implement service improvement and transformation initiatives. Qualifications and Skills Experience and Knowledge required: IT Infrastructure Service Management experience and associated service models. Experience in CMMI-based process improvement models; experience delivering Lean/Six Sigma projects. Practitioner level understanding of ITIL and working knowledge of service management platforms. Experience working with and influencing various levels of management, building relationships and influence across teams. Ability to lead, make decisions, problem solve and work with other teams (including partners) to deliver outcomes. Demonstrate a resilient approach to working, asking tough questions to identify root cause. Ability to work in a fast-paced environment with flexibility, resiliency, self-awareness, and the ability to support other team members. Working knowledge of EUC operations including Remote support and Deskside support. Experience in stakeholder management and conflict resolution. Strong verbal and written skills with the ability to convey complex information clearly. Technical skills (Required - Nice to have): Awareness of Service Management, Project and Portfolio management tools and platforms (e.g., ServiceNow). Knowledge of agile methodologies. Ability to identify and instill industry best practices. Proven customer service skills. Excellent written and oral communication. Language skills needed: English People skills and soft skills: Service Management Stakeholder management People management Create deep client impact Execution excellence J-18808-Ljbffr

Location: Milano, Lombardia, IT

Posted Date: 9/16/2025