Service Manager Italian - EY GDS Hybrid

Service Manager with Italian - EY GDS Spain - Hybrid

Location:

Malaga

Other locations:
Primary Location Only

This is a fantastic opportunity to be part of a leading firm whilst being instrumental in the growth as you get to work with high quality team to support clients ensuring the stability of global companies through best‑class solutions, automation and innovation, working with an international team.

• Leading the delivery of Application Management services for AI & Data solutions on modern cloud-based Data Platforms for prestigious companies with operations on a global scale, leveraging an international team of resources/service operators mainly based in India and Italy.
• Planning, implementing, delivering, and managing services and related SLAs.
• Providing periodic useful information to all interested stakeholders about the service status and opportunities for service improvement (e.g., automating recurring tasks, adopting AI, etc.).
• Ensuring effective service delivery that meets the needs of enterprise‑class clients, such as:
• Reducing the number of tickets while maintaining the same scope and reducing the backlog of incidents and service requests.
• Improving communication with key stakeholders of the service.
• Enhancing the Knowledge Base to enable users and operational teams to find solutions to common issues independently.
• Maintaining the governance structure and monitoring compliance with SLAs.
• Identifying and implementing continuous improvement actions.
• The main objective will be to ensure that services are provided effectively and meet the needs of enterprise‑class clients.
• Managing and optimizing ITSM processes/practices (Incident Management, Problem Management, Service Request Management, Change Management, and Release Management).
• Monitoring the performance of IT services and implementing continuous improvements (CSI) to ensure a high level of user satisfaction.
• Managing any relationships with suppliers (e.g., infrastructure services), ensuring compliance with the services outlined in contracts.
• Developing and maintaining detailed documentation on ITSM processes and standard operating procedures, and introducing continuous innovation within the service.
• Coordinating and conducting root cause analyses for recurring incidents and problems.
• Overseeing the dissemination of necessary knowledge and the delivery of training to service operators.
• Preparing reports and presentations for management regarding service performance, indicating corrective actions and/or areas for improvement.

To thrive in this role, the ideal candidate will demonstrate a balanced combination of technical expertise, service management acumen, and strong interpersonal skills. Key skills and attributes for success include:

• Strong Leadership and Delivery Management:
  Proven ability to lead international teams across multiple time zones and deliver high‑quality Application Management Services for complex AI & Data platforms in enterprise environments.
• Service‑Oriented Mindset: A strong focus on service excellence, with the ability to drive improvements in user satisfaction, reduce incident volumes, and maintain compliance with demanding SLAs.
• Process and ITSM Expertise:
  In‑depth understanding of ITIL frameworks and IT service management best practices, with hands‑on experience in Incident, Problem, Change, Release, and Service Request Management processes.
• Technical Proficiency in AI & Data Platforms:
  Solid grasp of modern cloud‑based data ecosystems (especially Azure) and familiarity with tools such as Databricks, Power BI, and Informatica IPaaS.
• Data‑Driven Decision Making:
  Ability to use service metrics, KPIs, and reporting tools to identify trends, assess performance, and implement continuous service improvement (CSI) initiatives.
• Communication and Stakeholder Management:
  Excellent verbal and written communication skills in both Italian and English, with the ability to effectively engage stakeholders at all levels, from technical teams to executive leadership.
• Problem Solving and Root Cause Analysis:
  Analytical mindset with a proactive approach to identifying and…