About the Project
The customer is an established automotive business operating in a European market and providing distribution, commercial, and customer-focused services. It supports vehicle sales and after-sales operations through a broad network of business partners and invests in digital transformation, cloud technologies, data-driven solutions, and cybersecurity. The project maintains and enhances mobile and web solutions for Volkswagen Group Italia to ensure application stability, security, and performance.
Responsibilities
•Own and manage ITSM processes, ensuring effective implementation and continuous improvement
•Monitor service performance, SLAs, KPIs, and operational metrics
•Coordinate incident, problem, and change management activities
•Lead or coordinate Major Incident Management, including communication, escalation, and post-incident reviews
•Identify process gaps and implement improvements to increase service quality and operational efficiency
•Coordinate activities across service desk, application support, infrastructure, development, and other technical teams
•Act as a key point of contact for customers and business stakeholders on service management topics
•Prepare and present regular service reports, KPI dashboards, and operational reviews
•Support governance activities, service reviews, and continuous improvement initiatives
•Ensure ITSM processes are properly documented and followed
•Contribute to the development and maintenance of ITSM policies, procedures, workflows, and knowledge bases
•Support onboarding of new services and establish appropriate support and operational processes
Requirements
•2+ years of experience in ITSM, service delivery, or IT operations management
•Proven experience leading or coordinating major incidents, including stakeholder communication, escalation, post-incident reviews, RCA, lessons learned, and follow-up actions
•Ability to define, monitor, and report on SLAs, KPIs, and operational metrics, including response and resolution times, backlog, reopen rate, change success rate, and customer satisfaction
•Experience building and presenting service reports, KPI dashboards, and operational reviews to technical and business audiences
•Experience coordinating service desk, application support, infrastructure, and development teams and aligning priorities and handoffs
•Confident customer-facing communication as the main point of contact, including service reviews and governance meetings
•Ability to identify process gaps, implement improvements, and measure their impact
•Experience writing and maintaining ITSM policies, procedures, workflows, and knowledge base articles, and ensuring teams follow them
•Understanding of transitioning new services into operations, including support models, escalation paths, runbooks, handover, and readiness criteria
•Upper-Intermediate English or higher
•Intermediate Italian or higher
Nice to Have
•ServiceNow certification or strong ServiceNow administration/process experience
•ITSM transformation or process implementation projects
•SIAM or multi-vendor service management
•24/7 support operations
•Regulated or highly structured enterprise environments
•Work with Italian clients or Italian-speaking organizations
•ISO 20000 or ISO 27001
•Hands-on experience with an ITSM platform such as Jira Service Management, ServiceNow, Zendesk, or Freshservice, including workflows, queues, automation, and dashboards
Conditions
•The company offers compensation for international professional certificates
•Employees can attend and participate in company BA meetups
•Employees can take on a mentoring role and help BA/SA beginners grow
•Employees have access to the Andersen Knowledge Base and courses in negotiation, PreSale & Discovery, Agile essentials, product ownership, microservice architecture, API design, SQL, AWS, GDPR, UX/UI, and people management
•Work locations include Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Italy, Latvia, Lithuania, Luxembourg, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and The Netherlands
