03 set - Milano
ToolsGroup
About UsWe are a dynamic, rapidly growing global company and the innovators of service-driven supply chain planning software. We help companies make better, faster supply chain decisions that reduce inventory, improve customer satisfaction, and deliver powerful financial results amid increasing complexity, product proliferation, and uncertainty. Our solutions have been recognized by customers globally and analyst firms, such as Gartner, for our ability to support service and inventory trade-offs, while dramatically improving planner productivity. ToolsGroup has been successfully deployed worldwide in more than 44 countries, and we have one of the highest customer retention rates in our industry.
About the RoleWe are looking for a Senior IT Service Operations Lead to drive our IT service management and operations in a hands-on leadership capacity. In this role, you will ensure smooth delivery of critical IT services (both internally and to our SaaS customers) and lead a small IT/Ops team by example – about 70% of your time will be hands-on technical problem-solving and 30% people,
process, and service leadership. You will oversee incident, change, and problem management processes, maintain high service availability, and spearhead improvements in reliability and automation. This is an ideal step-up opportunity for an experienced IT Operations or SRE professional with a strong technical foundation and some leadership exposure, ready to wear multiple hats in a fast-paced, international SaaS environment. You’ll also act as a trusted IT business partner to other departments (Product, Engineering, Sales, Finance etc.), helping translate business needs into robust IT and operational solutions.
Main Responsibilities
- Lead IT Service Delivery & Support: Oversee daily IT operations and end-user support, ensuring that incidents are resolved quickly, service requests are fulfilled on time, and users (internal and external) receive excellent support. Use ITIL-based processes to
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