Service Manager with Italian - EY GDS Spain - Hybrid

Service Manager with Italian - EY GDS Spain - Hybrid

The opportunity

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-in-class solutions, automation and innovation, working with an international team

Your key responsibilities

As a Service Manager, your responsibilities will include:

• 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.

Skills and attributes for success

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 resolving systemic issues, driving root cause analysis, and implementing preventive measures.

• Innovation and Continuous Improvement: Enthusiasm for leveraging emerging technologies-including AI and automation-to modernize operations, enhance efficiency, and deliver higher value to clients.

• Documentation and Knowledge Management: Ability to develop and maintain comprehensive documentation and knowledge bases to support operational consistency and self-service adoption.

To qualify for the role, you must have

• Degree in a STEM field.
• Solid experience in managing and delivering Application Maintenance services in the AI & Data domain within structured client environments with global operations.
• Good knowledge of ITIL practices and IT service management methodologies.
• Proven experience in managing and delivering IT services with SLAs in international contexts, with distributed onshore and offshore teams.
• Proven experience with Azure Cloud technology solutions.
• Good knowledge of reference products in Data Analytics and Business Intelligence (Databricks, MS Power BI, Informatica IPaaS).
• Good knowledge of IT service management tools (e.g., ServiceNow, Jira, Remedy, etc.).
• Proficiency in written and spoken Italian and English (B2, C1, C2).
• Excellent communication and relational skills, necessary for teamwork and interaction with various stakeholders.

Ideally, you'll also have

• Certifications in ITIL methodologies (V3 or V4) and other frameworks like Six Sigma, DevOps, Cobit.
• Knowledge or experience with innovations in the AMS field (e.g., use of AI).

What we look for

We seek individuals who are passionate about their work and possess outstanding skills in their field. If You have a highly developed business acumen, exceptional interpersonal skills, and a willingness to embrace new professional challenges, this role is for You.

What we offer

In EY GDS Spain, you will collaborate with our teams on exciting projects and work with well-known brands from across the globe. We'll introduce you to an ever-expanding ecosystem of people, learning, skills, and insights that will stay with you throughout your career.

• Continuous learning:You'll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We'll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We'll give you the insights, coaching, and confidence to be the leader the world needs.
• Diverse and inclusive culture:You'll be embraced for who you are and empowered to use your voice to help others find theirs.

About EY GDS

EY Global Delivery Services (EY GDS) is a dynamic and truly global delivery network of over 75,000 people working across the world, to provide innovative and strategic business solutions to our clients worldwide. We play a vital role in growth strategy, helping our clients become agile and efficient, and helping fulfill our purpose to build a better working world.

From accountants to coders, we offer a wide variety of fulfilling career opportunities that span all business disciplines. We look for skills that are evergreen and our roles evolve with industry trends. We also work across Finance, Business Development, Technology, Talent, Procurement and Risk Management functions to help our teams operate as efficiently and effectively as possible.

Across our 10 locations and 21 cities, we work with teams from all service lines, geographies, and sectors. We operate in Argentina, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.

Our EY GDS Spain office is located at Malaga Technology Park and currently employs over 850 people.

If you are interested in being part of our team, we kindly invite you to submit your CV in English to apply for this position.

The exceptional EY GDS experience. It's yours to build.