Must have

• AI

• ITIL

• Azure

• Databricks

• BI

• Informatica

• Stakeholder management

• Communication skills

• Degree

• Azure Cloud

• Data analytics

• Power BI

• Jira

• English

Nice to have

• Six Sigma

• DevOps

• Italian

Requirements description

Skills and attributes for success

• Strong Delivery Management skills: Proven ability to collaborate with international teams across multiple time zones and deliver high-quality Application Management Services for complex AI & Data platforms in enterprise environments.
• Service-Oriented Mindset: A strong focus on service excellence, with the ability to drive improvements in user satisfaction, reduce incident volumes, and maintain compliance with demanding SLAs.
• Process and ITSM Expertise: In-depth understanding of ITIL frameworks and IT service management best practices, with hands-on experience in Incident, Problem, Change, Release, and Service Request Management processes.
• Technical Proficiency in AI & Data Platforms: Solid grasp of modern cloud-based data ecosystems (especially Azure) and familiarity with tools such as Databricks, Power BI, and Informatica IPaaS.
• Data-Driven Decision Making: Ability to use service metrics, KPIs, and reporting tools to identify trends, assess performance, and implement continuous service improvement (CSI) initiatives.
• Communication and Stakeholder Management: Excellent verbal and written communication skills in both Italian and English, with the ability to effectively engage stakeholders at all levels, from technical teams to executive leadership.
• Problem Solving and Root Cause Analysis: Analytical mindset with a proactive approach to identifying and resolving systemic issues, driving root cause analysis, and implementing preventive measures.
• Innovation and Continuous Improvement: Enthusiasm for leveraging emerging technologies—including AI and automation—to modernize operations, enhance efficiency, and deliver higher value to clients.
• Documentation and Knowledge Management: Ability to develop and maintain comprehensive documentation and knowledge bases to support operational consistency and self-service adoption.

Other key requirements:

• Degree in a STEM field.
• Solid experience in managing and delivering Application Maintenance services in the AI & Data domain within structured client environments with global operations.
• Good knowledge of ITIL practices and IT service management methodologies.
• Proven experience in managing and delivering IT services with SLAs in international contexts, with distributed onshore and offshore teams.
• Proven experience with Azure Cloud technology solutions.
• Good knowledge of reference products in Data Analytics and Business Intelligence (Databricks, MS Power BI, Informatica IPaaS).
• Good knowledge of IT service management tools (e.g., ServiceNow, Jira, Remedy, etc.).
• Proficiency in written and spoken Italian and English (B2- C2).
• Excellent communication and relational skills.

Nice to have:

• Certifications in ITIL methodologies (V3 or V4) and other frameworks like Six Sigma, DevOps, Cobit.
• Knowledge or experience with innovations in the AMS field (e.g., use of AI).

Your responsibilities

1. Leading the delivery of Application Management services for AI & Data solutions on modern cloud-based Data Platforms for prestigious companies with operations on a global scale, leveraging an international team of resources/service operators mainly based in India and Italy.
2. Planning, implementing, delivering, and managing services and related SLAs.
3. Providing periodic useful information to all interested stakeholders about the service status and opportunities for service improvement (e.g., automating recurring tasks, adopting AI, etc.).
4. Ensuring effective service delivery that meets the needs of enterprise-class clients, such as:
5. Reducing the number of tickets while maintaining the same scope and reducing the backlog of incidents and service requests.
6. Improving communication with key stakeholders of the service.

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