IT Service Manager - Insurance

Job description

For a leading Italian insurance group, we are seeking an

IT Service Manager

The successful candidate will join the Information Systems Department and play a key role in ensuring that IT services effectively support business objectives while delivering high levels of service quality, operational resilience, and user satisfaction.

Operating within a structured and complex environment, the role will contribute to the continuous evolution of IT service management processes, driving operational excellence, service performance, and governance across the organization.

Role Overview

The IT Service Manager will work closely with the IT leadership team to define and implement IT service governance strategies, ensuring alignment with industry standards, best practices, and regulatory requirements.

The role is responsible for:

maintaining service levels critical to business operations through the effective management of internal resources and external service providers; establishing and monitoring KPIs and Service Level Agreements (SLAs) in line with recognized IT Service Management frameworks, including ITIL.

The position will also oversee the incident management activities, monitor system performance and availability;

identify opportunities for service optimization, and contribute to the organization's continuous improvement agenda.

In addition the role will support IT planning and governance activities, translating the Company's multi-year IT strategy into operational plans and budget initiatives; Close collaboration with the Corporate CISO will be required on cybersecurity and resilience-related matters.

Key Responsibilities

• Define, negotiate, monitor, and continuously improve Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Drive service performance management and ensure alignment between IT services and business expectations
• Lead and enhance core IT Service Management processes, including Incident, Problem, and Change Management
• Manage relationships with external technology providers, ensuring contractual compliance and service quality through effective vendor governance
• Coordinate operational priorities and support teams in resolving complex service issues
• Monitor service availability, performance, and operational effectiveness, identifying opportunities for optimization and innovation
• Contribute to the planning, monitoring, and reporting of IT budgets, forecasts, and operational expenditures
• Support compliance with internal policies, regulatory requirements, and cybersecurity standards
• Produce management-level reporting on service performance, operational metrics, financial indicators, and improvement initiatives

Candidate Profile

We are seeking a results-oriented professional with a strong background in IT Service Management and experience operating within complex technology environments.The ideal candidate will bring:

• Proven experience managing complex IT services, infrastructure environments, and operational teams
• Strong knowledge of IT Service Management frameworks, particularly ITIL
• Experience with ITSM platforms, ticketing systems, infrastructure operations, and cybersecurity-related processes
• Solid vendor management and contract governance capabilities
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management abilities
• Negotiation skills and experience working with external service providers
• A customer-focused mindset and strong orientation toward service quality and continuous improvement

What the Opportunity Offers

• A strategic role within a leading insurance organization
• Exposure to complex IT governance and service management challenges
• Direct interaction with senior IT leadership and key business stakeholders
• Involvement in initiatives aimed at enhancing operational resilience, service performance, and digital transformation
• A highly visible position with broad cross-functional exposure

Location: Milan, Italy