ITSM Manager with Italian

Summary

Andersen is hiring an ITSM Manager with Italian for a project maintaining and enhancing web and mobile applications and ensuring reliable, secure digital services and operations.

Our customer is an established automotive business operating in a European market and providing a range of distribution, commercial, and customer-focused services. It supports various aspects of vehicle sales and after-sales operations while working with a broad network of business partners. The organization continues to invest in digital transformation, cloud technologies, data-driven solutions, and cybersecurity to modernize its operations, improve customer experience, and increase overall business efficiency.

The project is focused on maintaining and enhancing mobile and web solutions for Volkswagen Group Italia. It aims to ensure application stability, security, and performance through ongoing technical support, software updates, issue resolution, and continuous improvements to support reliable digital services and business operations.

Responsibilities

• Owning and managing ITSM processes and ensuring their effective implementation and continuous improvement.
• Monitoring service performance, SLAs, KPIs and operational metrics.
• Coordinating incident, problem and change management activities.
• Leading or coordinate Major Incident Management, including communication, escalation and post-incident reviews.
• Identifying process gaps and implementing improvements to increase service quality and operational efficiency.
• Coordinating activities between service desk, application support, infrastructure, development and other technical teams.
• Acting as a key point of contact for customers and business stakeholders regarding service management topics.
• Preparing and presenting regular service reports, KPI dashboards and operational reviews.
• Supporting governance activities, service reviews and continuous improvement initiatives.
• Ensuring ITSM processes are properly documented and followed.
• Contributing to the development and maintenance of ITSM policies, procedures, workflows and knowledge bases.
• Supporting onboarding of new services and ensuring appropriate support and operational processes are established.

Requirements

• Experience: 2+ years in ITSM, service delivery, or IT operations management.
• Major Incident Management: Proven experience leading or coordinating major incidents, including stakeholder communication, escalation, and post-incident reviews (RCA, lessons learned, follow-up actions).
• SLA/KPI management: Ability to define, monitor, and report on SLAs, KPIs, and operational metrics (response/resolution times, backlog, reopen rate, change success rate, customer satisfaction).
• Reporting: Skill in building and presenting service reports, KPI dashboards, and operational reviews to both technical and business audiences.
• Cross-team coordination: Experience working with service desk, application support, infrastructure, and development teams, and keeping them aligned on priorities and handoffs.
• Customer-facing communication: Confident as the main point of contact for customers and business stakeholders, including service reviews and governance meetings.
• Process improvement: Ability to find process gaps, propose and implement improvements, and measure their effect.
• Documentation: Experience writing and maintaining ITSM policies, procedures, workflows, and knowledge base articles, and making sure teams follow them.
• Service onboarding: Understanding of how to transition a new service into operations (support model, escalation paths, runbooks, handover, readiness criteria).
• Level of English – from Upper-Intermediate and above.
• Level of Italian – from Intermediate and above.

Desired skills

• ServiceNow certification or strong ServiceNow administration/process experience.
• Experience in ITSM transformation or process implementation projects.
• Experience with SIAM / multi-vendor service management.
• Experience managing or coordinating 24/7 support operations.
• Experience in regulated or highly structured enterprise environments.
• Previous experience working with Italian clients or Italian-speaking organizations.
• Knowledge of ISO 20000 / ISO 27001.
• ITSM tooling: Hands-on experience with at least one ITSM platform (Jira Service Management, ServiceNow, Zendesk, Freshservice, or similar), including workflows, queues, automation, and dashboards.

Reasons to join us

• Andersen cooperates with such businesses as Samsung, Reuter Gruppe, T-Systems, TUI, Ryanair, Johnson & Johnson, etc. This project is just your beginning here – working with us means reliability and prospects.
• We have been strengthening our expertise since 2007. During this time, we have formed an excellent BA & SA team with streamlined processes, which now consists of more than 200 qualified analysts.
• We welcome specialists from every part of the world.
• We give our employees an opportunity to attend and participate in the company’s BA meetups, as well as offer a compensation program for international professional certificates.
• There are many different ways to grow and develop at our company. You can improve as a tech specialist or a resource manager, and all your activities will be decently rewarded.
• You will have an opportunity to take on the role of a mentor and help a group of BA/SA beginners grow.
• Our employees have access to Andersen Knowledge Base, where they can take courses in a variety of areas: the art of negotiation, PreSale & Discovery, Agile essentials, product ownership, microservice architecture, API design, SQL, AWS, GDPR, UX/UI, people management, and more.

Join us!

Lokalizacje

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Italy, Latvia, Lithuania, Luxembourg, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, The Netherlands