Service Delivery Manager

MSC Technology Italia is looking for an experienced Service Delivery Management (SDM) Manager to join its Global Operations Center in Turin.

The successful candidate will be responsible for ensuring the delivery, performance, availability, resilience, and continuous improvement of IT services and infrastructure, acting as a key link between business stakeholders, technical teams, vendors, and global IT functions.

This role is ideal for professionals with a strong background in IT Service Management, Infrastructure & Cloud Operations, and mission-critical environments, with a focus on operational excellence, service quality, and continuous improvement.

Reporting Line

• Hierarchical: Global CISO & Turin’s Head of Infrastructure and Security

• Functional: Service Delivery Management Lead, Geneva

Key Responsibilities

• Ensure the delivery, performance, availability, and continuous improvement of IT infrastructure and operational services.

• Oversee Infrastructure & Cloud Operations across enterprise, hybrid cloud, and mission-critical environments.

• Manage Incident, Problem, Change, and Major Incident Management processes in line with ITIL best practices.

• Monitor and govern SLAs, KPIs, service performance, availability, and operational quality, driving remediation and improvement actions.

• Act as the key interface between business stakeholders, technical teams, security functions, vendors, and external service providers.

• Support the management and evolution of Microsoft Azure Foundation, hybrid cloud environments, and enterprise infrastructure services.

• Leverage ITSM, monitoring, observability, and reporting platforms such as ServiceNow, Datadog, and Power BI to drive service governance and performance analysis.

• Support Business Continuity, Service Resilience, automation, and continuous improvement initiatives to enhance reliability and operational efficiency.