IT Service Delivery Lead - Release, Naples
Client:
MSC CRUISES
Location:
Naples, Italy
Job Category:
Other
EU work permit required:
Yes
Job Reference:
e7bb85576c13
Posted:
24.06.2025
Expiry Date:
08.08.2025
Job Description:
JOB PURPOSE
The IT Service Delivery Lead is responsible for overseeing daily operations in Release Management, supporting the complete software delivery lifecycle. This role involves working closely with IT and business teams from planning to deployment, including development and testing phases.
KEY ACCOUNTABILITIES
* Develop and implement processes for measuring business stakeholder satisfaction with service delivery.
* Monitor release strategies and deliverables, manage risks, and resolve challenges impacting scope, quality, and schedules.
* Report on service performance against KPIs, SLAs, and SLOs.
* Ensure service quality and performance, factoring in future demand for capacity planning.
* Identify and implement service improvements to enhance customer satisfaction and stability.
* Assist delivery teams with documentation such as HLD, LLD, and Test Plans; prepare execution plans and review changes.
* Analyze and report service status to senior management regularly.
* Maintain effective relationships with other departments to ensure successful implementation of strategies.
* Handle contracts with external contractors.
* Require 5-7 years of experience as an IT Service Delivery Manager.
* Master's degree in computer science, engineering, or equivalent.
* Fluent in English, both written and spoken; additional languages are a plus.
* Translate business requirements into technical specifications; detail-oriented and solution-focused.
* Manage internal and external stakeholders effectively.
* Experience in supplier governance, service setup, and management.
* Proven knowledge of Service Management frameworks like ITIL, COBIT, and Agile Service Management; certifications are advantageous.
* Experience with SLAs/OLAs implementation and monitoring.
* Experience integrating ServiceNow with other tools and platforms.
* Developing service procedures, interfacing with providers/customers, and maintaining documentation.
* Experience with digital transformation and process automation.
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