Overview Senior Consultant - IT Service Management - Milan, Italy at Infosys Role: Senior Consultant - IT Service Management with responsibility for IT infrastructure service management, process improvement, ITIL practices, stakeholder management, and cross-functional delivery in a fast-paced environment. 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 update clients on ETA, resolution, or workaround. Coordinate with IT teams and vendors across geographies to deliver IT services and projects. Gather requirements for future infrastructure enhancements and support incident resolution and project implementations. Manage IT service delivery at onshore locations and coordinate with offshore teams for alignment with business requirements. Proactively manage service levels, focusing on prevention of failures and swift corrective actions. Oversee Daily, Weekly, and Monthly Service Review processes and enable service reporting and governance reviews. Drive continual service improvement, track value and benefits, and monitor KPIs for Incident, Problem, and Change management. Collaborate with PMO on short / long-term IT project implementations and work with delivery SPOCs and client business users on IT requirements. Coordinate with 3rd party vendors / contractors on IT system upgrades, break / fix, or new installations; manage vendor contracts and licenses. Implement service improvement and transformation initiatives. Qualifications IT Infrastructure Service Management experience and knowledge of 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; ability to build relationships across teams. Ability to lead, make decisions, solve problems, and collaborate with partners to deliver outcomes. Resilient approach; able to identify root causes by asking tough questions. Ability to work in a fast-paced environment with flexibility, resiliency, self-awareness, and 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 communication skills; ability to convey complex information clearly. Technical skills: awareness of service management, project and portfolio management tools (e.g., ServiceNow), knowledge of agile methodologies, ability to identify and instill industry best practices, and proven customer service skills. Language: English. People skills: service management, stakeholder management, people management. Soft skills: create deep client impact; execution excellence. Employment Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Information Technology Industries: IT Services and IT Consulting J-18808-Ljbffr