IT SERVICE MANAGER: POSITION: DHL Express Italy, a world leader in express transportation and logistics services, belonging to the DHL Group, for the third consecutive year awarded No. 1 Great Place to Work in Europe, is looking for an IT Service Manager for the ITB Department. MAIN TASKS: - Ensure that the level of IT services provided is in line with agreed standard Service Level Agreements - Provide accurate and timely performance information and measurements in terms of performance, timeliness of service delivery, and cost, in accordance with the standards of IT services provided in the Country - Ensure that all operational services, Incidents, changes, major outages and their performance are measured in a professional and consistent manner across the IT organization, and that the services and reports produced meet the needs of the business and customers - Put in place preventive measures to improve service levels delivered - Define, manage, and review SLAs agreed between the various business functions and IT Business/IT Services - Analyze requests for new access, new software and hardware from the various functions, assessing the benefits, costs and risks, in line with IT standards - Coordinate ad hoc projects with all departments within DHL - Work closely with the central Service Management Team and Local IT colleagues, ensuring that all IT services are delivered in line with agreed SLAs - Vendor and Contract Management People Management - Develop and maintain a motivated and engaged team by creating a “Feedback and Coaching culture” - Promote team culture - Encourage the team to keep optimism and focus in challenging and uncertain scenarios - Develop collaborators, challenge them and support their growth. Identify the strengths and contributions of each REQUIREMENTS: - 3 years' experience in the role - University Degree in IT Field - Knowledge of ITIL Foundation and Practitioner processes (Information Technology Infrastructure Library) - Knowledge of the standards, technology, tools, procedures, HW/SW and services in use for IT service delivery, Azure, Sharepoint, Power Automate, PowerBI, Cloud System - M365 skills (Advanced level) - Fluent English both verbal and written (level C1 - Advanced) - Fluent Italian both verbal and written (level C2 - Advanced) Additional requirements: your differential plus - Understanding of the purpose and content of Service Level Agreements entered into with third parties - Ability to manage, inspire and motivate people in line with DHL Leadership Attributes - Customer orientation - Effective communication and relationship management - Curiosity and listening skills - Analytical thinking and ability to synthesize - Organization and planning - Teamwork, flexibility and adaptability WHAT’S NEXT?: - If your CV has been shortlisted you will receive an invitation to conduct a further step and then our HR Team will contact you to provide details. MORE INFORMATION: - Workplace:Innovation Campus, Peschiera Borromeo (MI) - Working time:Full-time - Report to: Head of IT Service Management & Standards - Employment contract: permanent - Remuneration package:commensurate with experience level - DHL is an equal opportunity employer. We evaluate qualified applicants without regard to ethnicity, religion, gender, sexual orientation, gender identity, national origin, disability or any other protected characteristic._ CONNECTING PEOPLE. IMPROVING LIVES.