In this role, you will own and optimize IT Service Management processes within the GCC Quality Management team to support GOSP Infrastructure Operations. You will work with cross-functional stakeholders to drive quality improvements, including AIOps initiatives, and you will manage GCC communications and reporting to GOSP C-Level leaders. You will build fact-based actions, KPI-driven insights, and clear presentations to influence decisions. This is a strategic, cross-country role that shapes IT service outcomes and reporting to executive leadership.

- Define, monitor and optimize ITSM processes and deploy related training and communications
- Identify and lead quality improvement initiatives, including AIOps
- Coordinate GCC communications and reporting to GOSP C-Level leadership with compelling presentations
- Analyze processes, document KPIs and deploy rules, procedures, and dashboards
- Design and implement reports and dashboards to track KPI volumes and trends
- Develop and maintain improvements action plans with stakeholders and escalat e as needed
- Organize improvements plan reviews and status reporting




- Manage GCC communication plan and training initiatives as part of improvement actions
- Extensive experience in IT Operation Service Management with strong ITSM practices, especially Incident Coordination and Problem Ownership
- Experience in Major Incident coordination or Crisis management is a plus
- IT Technical Operation and development background
- Ability to define fact-based improvements across processes and technologies
- Ability to define and monitor KPIs and drive improvements
- Outstanding communication and presentation skills
- Expert in IT Service Management and Project Management
- Expert in creating reporting and PowerPoint decks for C-level
- Proficient in data reporting implementation and data analysis tools
- Proficient in productivity and collaboration tools
- Strong knowledge of IT systems and networks architectures and operation
- Available to work remotely with distributed Europe-based colleagues

In this role, you will own and optimize IT Service Management processes within the GCC Quality Management team to support GOSP Infrastructur…

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📌 IT Service Quality Manager (Milano)
🏢 Experteer Italy
📍 Milano