IT End User Service Desk

Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. The Group, a world leader in the luxury sector, operates in more than 45 countries with the PRADA, Miu Miu, Church’s and Car Shoe brands, and has employees of over 100 nationalities.

JOB PURPOSE

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. The role focuses on defining processes and monitoring performance, with a particular emphasis on process and tool integration in a merge & acquisition context.

RESPONSIBILITIES

• 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.

KNOWLEDGE AND SKILLS

Minimum 5 years of experience in similar roles (IT Service Management).

Advanced ITIL knowledge and best practices for Incident and Request Management.

In-depth knowledge of ServiceNow platform and its architecture (mandatory requirement).

Familiarity with Jira (highly appreciated).

Strong communication skills and customer-oriented mindset.

Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.
Prada Group promotes an inclusive work environment, ensuring equal opportunities for all candidates, regardless of gender, ethnicity, sexual orientation, disability, or other personal characteristics. We believe that diversity is a value and we are committed to build a fair and respectful workplace for all.