IT Service Management Specialist

Company Description

lastminute.com group is a publicly traded multinational Group, among the worldwide leaders in the online travel industry, and we operate a portfolio of well-known brands such as lastminute.com, Bravofly, Rumbo, Volagratis and Jetcost.

Every month, the Group reaches across all its websites and mobile apps (in 17 languages and 40 countries) 43 million unique users that search for and book their travel and leisure experiences. More than 1,200 people enjoy working with us and contribute to provide our audience with a comprehensive and inspiring offering of travel related products and services.

Job Description

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lastminute.com is looking for an IT Service Manager Specialist for its IT Service Management team based in Chiasso.

An exciting new opportunity to provide the governance and processes designed to maximise site, operational stability and availability. The candidate will be required to challenge the status quo proactively, and to work with all areas and levels of the business to design process solutions that maximise the efficiency of the Group.

The IT Service Management team is a global team that works alongside the global tech teams and business units in order to ensure production releases and changes are fit for purpose. It also strives to detect, record, progress, notify and resolve incidents as swiftly and as efficiently as possible.

Being technically focused is not an essential requirement for this role, but it’s a plus. If you have a natural disposition for driving improvements and providing value across the organisation, then this role will provide the opportunity and support for you to do so.

Key Responsibilities

  • Work together with teams across all levels of the organisation to embrace the ITSM and Agile best practices (changes, incidents and problems management)
  • Design, deliver and promote policies, processes and procedures in order to spread their value and ensure alignment across the teams;
  • Coordinate and manage processes for incidents and problems:
  • Initiate the procedure for handling detected incidents (e.g. Grafana), including: recording details of the incident, contacting involved teams for awareness, troubleshooting and fix, coordinate the conversation and officially updating incidents records throughout the incident life cycle
  • Provide effective interface with users ensuring all diagnostic information is ready for error resolution and incident analysis
  • Run Post Incident Reviews with competent departments in order to limit disruption occurrences, improve detection and resolution time, improve pre-production testing
  • Make initial diagnosis of any problems and advise on known solutions to the entire Company, where applicable, providing information on updates, known errors, changes in availability, new facilities, etc.
  • Communicate across the organisation – from engineers through senior management – and  collaborate with senior management on achieving delivery targets (Google suite, Workplace, Slack);
  • Remove all obstacles to customer satisfaction and/or financial performance
  • Generate quality statistical service reports on logged issues and changes (e.g.: EazyBI, Spotfire)
  • Ensure all stakeholders are aware of changes and are prepared
  • Occasionally coordinate maintenance with 3rd party vendors and internal teams
  • Provide training and mentoring to other members of the ITSM team and Tech teams
  • Asset management understanding and update (Jira Insight)

Qualifications

  • Minimum 2 years relevant work experience in ITSM, e-commerce and/or technical background ideally;

  • Services and IT Knowledge of Systems management platforms, Service Management solutions, ITIL;

  • Working knowledge of Ticketing and Change management tools (e.g. Jira);

  • Analytical and problem solving approach: able to identify areas of process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risks;

  • Ability to work in a fast paced production environment, maintaining a can-do attitude;

  • Ability to understand and deliver services which are provided on a 24x7x365 basis;

  • Ability to create clear documentation and attention to details (Google suite, Google Sites);

  • Ability to work in a team;

  • Excellent communication skills (both written and verbal) around facilitation skills, issues and opportunities

  • High level of empathy and no-blame approach;

  • Decision making;

  • Very good written and spoken English; 

Desirable

  • Strong understanding of software development life cycle and IT infrastructures.

  • Good understanding of Agile methodologies

  • ITIL Foundation, V3 or V4 Certification

  • Worked in a big Company with structured change and incident management

  • Deal with cultural diversity 

Soft Skills:

  • Able to handle multiple tasks and projects with various and changing levels of priority

  • Highly self-motivated, uses initiative and “go to” problem solver.

  • Good relationship builder and able to position the role as a key ally, support and help to delivery teams

  • Able to influence at all levels of an organisation

  • Able to work to tight deadlines whilst maintaining a can-do attitude

  • A passion for the web and the potential of eCommerce

  • Willingness to go beyond the call of duty to get things done, and make things happen

  • Committed to, and actively works towards, continuous self-improvement and growth of others around him/her

  • International standing and presentation

  • High level of interpersonal and negotiation

  • Providing training and mentoring to other members of the ITSM team

  • Conduct communications to build long-term client relationships within departments/divisions and with middle level contacts in partner and vendor

Additional Information

By joining our company, you will have the chance to:

  • Join a dynamic team in an inclusive-international environment

  • Grow thanks to the career journey and our internal mobility perspective

  • Manage your own schedule thanks to the flexible start and end of the working day

  • Work a shorter working week (36h), of which 4 hours on Friday morning

  • Get focus time for learning, development and deep work on Friday mornings

  • Work partially or fully remote according to local laws

  • Enjoy continuous training thanks to our company platform

  • Benefit from employee discounts on travel

  • Receive 2 days off per year for the purpose of volunteering

  • Receive a bonus after 5 and one after 10 years in the company

  • Get free snacks / fruit / hot drinks / water / beverages at our offices

  • Participate in amazing winter and summer corporate events

  • Benefit from extended parental or marriage leave