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...

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