Overview

In this role, you will manage and evolve IT Workplace services with a Retail-first focus, ensuring high-quality user support across Retail, Corporate, and Industrial users. You’ll drive vendor governance, ITIL process improvements, and the adoption of AI-powered tools to enhance digital employee experience. You will coordinate store lifecycle activities (openings, relocations, closures) and align in-store solutions with corporate technology platforms. This is a cross-functional, impact-driven position in a fast-paced luxury retail environment.

Responsabilità

- Coordinate and monitor IT Workplace services supporting the Retail business
- Manage IT vendors, including Service Desk providers and technology partners
- Oversee the evolution and governance of the ITSM platform
- Manage and continuously improve ITIL processes
- Monitor service KPIs and SLAs to ensure quality and performance
- Support IT Workplace projects, including rollouts and self-service portals
- Oversee IT services supporting the store network with end-to-end visibility
- Manage IT aspects of the store lifecycle (openings, relocations, closures) including readiness, hardware deployment, POS setup, go-live, and decommissioning
- Coordinate vendors and collaborate with Retail IT teams for delivery and issue resolution




- Contribute to alignment between in-store solutions and corporate platforms
- Act as operational point of contact for Retail and Store Operations stakeholders
- Manage the device lifecycle across the organization
- Support defined AI and automation solutions for service management and monitoring

Requisiti fondamentali

- 2–3+ years in IT Workplace, End User Computing, or Service Delivery with Retail exposure
- Experience with ITSM platforms, preferably ServiceNow and/or HaloITSM
- Familiarity with Microsoft 365, Entra ID, Intune; Teams and collaboration tools
- Experience with AI-powered productivity tools (Microsoft Copilot, ChatGPT, Claude)
- Knowledge of retail systems and POS solutions (hardware and software) and in-store operations
- Understanding of Retail processes and store lifecycle
- Knowledge of ITIL processes (e.g., Change Management, Demand Management) and/or relevant certifications
- Strong vendor and cross-functional coordination, ownership mindset, and results orientation
- Proficient in English; willingness to travel across Italy and Europe

- Leadership
- Cross-functional coordination
- Ownership mindset
- ITSM platforms (ServiceNow, HaloITSM)
- Microsoft 365
- Entra ID

📌 IT Workplace Service Delivery Specialist - Retail (Monza)
🏢 Valentino
📍 Monza