In line with the IT Strategy of the company, the IT Service Delivery Lead is responsible for overseeing the day-to-day operations in the Release Management area, supporting the complete software delivery life cycle. He will actively work with different IT and business teams from the planning phase to the deployment phase through the development and testing phases.
- 5 to 7 years of proven experience as IT Service Delivery Manager.
- Master's degree in computer science, engineering or equivalent.
- Fluent in English, oral and written (any other language is an advantage) with excellent written and verbal communication skills.
- Capability to translate business requirements into technical specifications. Attention to detail, creativity and solution-oriented, with the ability to prioritize tasks efficiently.
- Effectively managing key stakeholders both internally and externally in the organisation.
- Experience in supplier governance and services setup & management.
- Proven experience in Service Management, Service Delivery, Release Management framework and strategies
- ITSM ServiceNow Platform knowledge, any certification is an advantage that will be appreciated.
- CASM (Certified Agile Service Manager), COBIT, ITIL V.4 and common IT Service Management processes proved knowledge and experience, any certification is an advantage that will be taken into strict consideration during the selection.
- Proven experience in SLAs\/OLAs Company Implementation, managing and monitoring to meet customer expectations in service delivery
- Experience in system integration of ServiceNow with other tools and platforms
- Experience in service procedures and flows developing, interfacing with provider\/customers and maintaining internal documentation.
- Experience with IT Digital transformation, processes automation and improvements.
- Develop and implement processes for collecting data from business stakeholders on their satisfaction with the service delivery.
- Monitor the release strategy and deliverables by driving the quality management review process and the governance meetings, managing risks, and resolving challenges that impact release scope, quality, and schedules
- Service Performance Reporting of the managed services provided by internal and external teams to meet the agreed KPIs \/SLA\/SLO.
- Accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated services.
- Identifies and manages service improvements to increase customer satisfaction and business services stability.
- Assist the delivery teams in preparing required documentation like HLD, LLD and Test Plan and prepares execution plan WBS needed for the project implementation and review the documents required to execute any minor or significant changes in the environment.
- Executive services analysis and reports for MGMT (creating and presenting regular services status reports to senior management).
- Develop and maintain working relationships with other departments and teams to ensure the effective implementation of core business strategies and procedures in the release management area
- Developing and handling contracts for commercial contractors.VISA REQUIREMENTS (if any)
- Right to work in Italy
Part of the MSC Group, MSC Cruises is the market leader in the Mediterranean, South Africa and South America, and sails year-round in the Mediterranean and the Caribbean. Its seasonal itineraries cover northern Europe, the Atlantic Ocean, South America, southern Africa, and the Persian/Arabian Gulf. MSC Cruises was born in the Mediterranean, and draws inspiration from this heritage to create a unique experience for holidaymakers worldwide. As a result of a euro 6.5 billions investment programme launched in 2003, MSC Cruises' fleet comprises 13 state-of-the-art cruise ships belonging to four different classes: Lirica, Musica, Fantasia and Meraviglia. The fleet's average age is 7 years, the youngest in the industry. In 2014, MSC Cruises launched a euro 9 billion, 10 year investment plan to support the second phase of its growth through the order of up to 11 next generation mega cruise ships. As a result, MSC Cruises' fleet will double by 2026, while the passenger capacity will triple to reach five million passengers per year. MSC Cruises is the first cruise company to develop an investment plan of this length and magnitude. MSC Cruises feels a deep responsibility for the environments in which it operates, and was the first company ever to earn the Bureau Veritas "7 Golden Pearls" for superior management and environmental stewardship. In 2009, MSC Cruises began an enduring partnership with UNICEF to support various programmes assisting children worldwide.