ulliEmployee Type ESP - Fixed Term Employee /li /ul h3Senior Service Delivery Manager – IT Managed Services /h3 pbLocation: /b Milan, Italy – On-site presence at Milan airports requiredbr/bContract: /b 6-Month Fixed-Term Contract (FTC)br/bSalary: /b €70,000 per annum (FTE) – €35,000 gross for the 6-month contractbr/bWorking Hours: /b Full-timebr/bLanguages: /b Fluent Italian and English essential /p h3Take ownership. Lead service excellence. Make an impact. /h3 pAt bESP Global Services /b, we deliver IT support and managed services to some of the world's most recognised organisations, operating across more than 150 countries. /p pWe are looking for an experienced bSenior Service Delivery Manager /b to join us on a six-month fixed-term contract, supporting a high-profile customer within the aviation sector in Milan. /p pThis is an opportunity for a confident, hands‑on service delivery professional who thrives in complex, fast‑paced environments, builds strong customer relationships and knows how to turn operational challenges into measurable service improvements. /p pYou’ll be the senior operational interface between our customer, technical delivery teams and service partners, taking ownership of service performance, operational governance and customer satisfaction. /p h3What you’ll be doing /h3 pAs our Senior Service Delivery Manager, you’ll take responsibility for ensuring our IT services are delivered effectively, consistently and in line with customer expectations. /p pYour key responsibilities will include: /p pbService Delivery Leadership: /b Take end‑to‑end ownership of IT service delivery, ensuring contractual commitments, SLAs and KPIs are consistently achieved. /p pbCustomer Relationship Management: /b Act as the primary operational contact for the customer, building trusted relationships with senior stakeholders and managing expectations confidently. /p pbService Performance Governance: /b Lead regular service reviews, performance reporting, operational governance meetings and improvement discussions. /p pbIncident Escalation Management: /b Take control of major incidents,



recurring service issues and complex escalations, coordinating teams and suppliers to restore and maintain service performance. /p pbSupplier Partner Management: /b Work closely with internal technical teams, external service providers and third‑party partners to ensure clear accountability and effective service coordination. /p pbContinual Service Improvement: /b Identify opportunities to improve service quality, operational efficiency and customer experience, translating these into practical, measurable improvement plans. /p pbOperational Risk Service Continuity: /b Proactively identify service risks, address operational gaps and ensure appropriate support arrangements are maintained. /p pbStakeholder Communication: /b Provide clear, timely and professional communication on service performance, operational challenges, corrective actions and progress. /p h3What we’re looking for /h3 pWe’re looking for an established IT Service Delivery professional who brings experience, sound judgement and the confidence to operate independently within a demanding customer environment. /p pbYou’ll ideally bring: /b /p pSignificant experience in a Senior Service Delivery Manager, IT Service Delivery Manager or comparable customer‑facing IT service management position. /p pA proven track record of managing complex IT services, ideally within a managed services, IT outsourcing or multi‑supplier environment. /p pStrong working knowledge of ITIL practices, particularly incident, problem, change, service‑level and continual service improvement management. /p pExperience managing demanding customer relationships, including senior stakeholder engagement and challenging service escalations. /p pThe ability to coordinate technical teams,



operational resources and external suppliers to achieve results. /p pStrong analytical skills, with experience interpreting SLA/KPI performance and driving meaningful service improvements. /p pExcellent communication, organisational and problem‑solving skills. /p pA practical, commercially aware approach to managing service commitments and customer expectations. /p pbFluency in both Italian and English /b, written and spoken. /p pThe ability to work on‑site at Milan airports as required and meet relevant site‑access requirements. /p pExperience supporting aviation, airport operations or other business‑critical, high‑availability IT environments would be advantageous, although it is not essential. /p h3What makes you successful in this role? /h3 pYou’ll be someone who takes genuine ownership of service outcomes rather than simply reporting on performance. /p pYou're comfortable making decisions, challenging constructively when required and bringing structure to complex operational situations. You know how to build credibility with customers, influence teams without direct management authority and maintain momentum when priorities compete. /p pAbove all, you're proactive, resilient and focused on delivering a consistently excellent customer experience. /p pAt ESP, you’ll be part of an international IT services organisation where collaboration, accountability and customer focus are central to how we operate. /p pThis assignment offers the opportunity to: /p pTake a leading role in delivering IT services within a high‑profile aviation environment. /p pWork directly with senior customer stakeholders and experienced technical delivery teams. /p pMake a visible impact on service performance, operational stability and customer satisfaction. /p pGain experience within a global IT managed services business supporting customers across multiple industries and geographies. /p pESP Global Services is committed to providing equal employment opportunities and creating an inclusive working environment where everyone can succeed. /p #J-18808-Ljbffr

📌 Senior Service Delivery Manager - Milan (Varese)
🏢 Esp-Global-Services-3
📍 Varese