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Prada Group
IT End User Service Desk
IT Service Manager - Prada Group, Milan. Lead ITSM/ITOM on ServiceNow, manage incidents/requests, ensure SLA compliance, drive ITIL best practices. 5+ yrs exp, ITIL cert required.
Direct Hire
Mid-Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
DevOps
IT Operations Management
IT Service Management
Incident Management
Integration Hub
Service Portal
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
November 26, 2025
The IT Service Manager for the Service Desk is responsible for the management of service, ensuring operational continuity, compliance with SLAs, and excellence in user experience.
Requirements
- Define and improve ITIL processes (Incident and Request Management) and ensure adoption of best practices.
- Coordinate the integration of IT processes and tools during mergers and acquisitions.
- Lead complex projects on the ServiceNow platform, focusing on ITSM and ITOM modules.
- Collaborate with other IT teams to ensure rapid resolution of complex issues.
- Manage communication with internal stakeholders and provide periodic reports.
- Support continuous improvement and digital transformation initiatives.
Requirements Summary
Minimum 5 years of experience in IT Service Management, advanced ITIL knowledge, and in-depth knowledge of ServiceNow platform
