RINA is currently recruiting for a Head of Global IT Service Support to join its offices in Genoa or Rome (Italy) within the Operating Engine Division.
L'esperienza richiesta ai candidati, così come le competenze e le qualifiche aggiuntive necessarie per questo lavoro, sono elencate di seguito.
Mission
In this role, you will be responsible for defining, overseeing, and continuously improving IT Service Support services on a global scale, ensuring high standards of quality, efficiency, and internal customer satisfaction in line with corporate standards and ITIL best practices.
Key Accountabilities
* Lead and coordinate global IT Service Support teams, including Service Desk, Incident, Problem, and Request Management.
* Define and implement worldwide IT support strategies, ensuring 24/7 coverage where required.
* Ensure compliance with SLA/OLA commitments and monitor service performance through KPIs and reporting.
* Manage critical and major incidents at a global level, ensuring effective communication with business stakeholders.
* Drive continuous improvement of IT Service Management processes in line with ITIL frameworks.
* Collaborate with other IT teams (Infrastructure, Security, Applications) to ensure end-to-end service support.
* Manage budgets, external vendors, and IT support outsourcing contracts.
* Support change management initiatives and IT transformation programs.
* Ensure global standardization of IT support processes and tools.
Education
Bachelor’s Degree in Computer Science or Engineering General.
Master’s Degree.
Qualifications
* 6–8+ years of experience in IT Service Support / IT Operations, within enterprise and multinational environments.
* Proven experience managing international, distributed, and multicultural IT teams, with strong leadership capabilities.
* Strong knowledge of ITIL processes (Incident, Problem, Change, Service Request Management) and hands‑on experience with IT Service Management (ITSM) tools, preferably ServiceNow.
* Solid understanding of complex IT environments (on‑premise, cloud, hybrid) and end‑to‑end service support models.
* Experience in vendor management, including external suppliers and IT service outsourcing contracts.
* Strong service orientation with a clear focus on internal customer satisfaction and stakeholder management.
* Analytical mindset, continuous improvement approach, and ability to manage multiple priorities under pressure.
* Certifications (preferred): ITIL Foundation or ITIL Managing Professional; COBIT, PMP, Prince2 considered a plus.
* Fluent English and Italian required.
Competencies
* DOMAIN & BUSINESS ACUMEN - Applying a scientific approach and critical thinking in operations and solution development within area of expertise.
* INTERPERSONAL INFLUENCE - Skills and strategies we use to interact effectively with others.
* WORKPLACE DYNAMICS - Resourcefulness in shaping progress and working efficiently.
* FORESIGHT & INSIGHT - Context awareness adopting a systemic perspective and informed decision making.
* PERSONAL EMPOWERMENT - Ownership for life, work and results, striving to grow professionally and personally.
At RINA, we endeavor to create a work environment where every single person is valued and encouraged to develop new ideas. xjrgpwk We provide equal employment opportunities and are committed to creating a workplace where everyone feels respected and safe from discrimination or harassment of any kind. We are also compliant to the Italian Law n. 68/99.
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