ITSM Manager with Italian (Automotive)

Location: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Italy, Latvia, Lithuania, Luxembourg, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, or The Netherlands

Salary: EUR 2,000–3,000 per month gross; final compensation depends on experience, location, and professional growth.

Company

hirify.global is a software development and IT services company providing technology solutions and operational support for international businesses.

What you will do

• Own, manage, document, and continuously improve ITSM processes, policies, procedures, workflows, and knowledge bases.
• Monitor service performance, SLAs, KPIs, operational metrics, and customer satisfaction.
• Coordinate incident, problem, change, and major incident management, including escalation, stakeholder communication, root-cause analysis, and follow-up actions.
• Coordinate service desk, application support, infrastructure, development, and other technical teams.
• Act as a key contact for customers and business stakeholders during service reviews and governance activities.
• Support new-service onboarding by establishing support models, escalation paths, runbooks, handover processes, and readiness criteria.

Requirements

• At least 2 years of experience in ITSM, service delivery, or IT operations management.
• Proven experience coordinating major incidents and conducting post-incident reviews.
• Experience defining, monitoring, and reporting on SLAs, KPIs, and operational metrics.
• Experience coordinating service desk, application support, infrastructure, and development teams.
• Strong customer-facing communication, reporting, process improvement, documentation, and service onboarding skills.
• English at Upper-Intermediate level or above and Italian at Intermediate level or above.

Nice to have

• ServiceNow certification or strong ServiceNow administration and process experience.
• Experience with ITSM transformation, SIAM, multi-vendor service management, or 24/7 support operations.
• Experience in regulated or structured enterprise environments and knowledge of ISO 20000 or ISO 27001.
• Experience with Jira Service Management, ServiceNow, Zendesk, Freshservice, or similar ITSM platforms.
• Experience working with Italian clients or Italian-speaking organizations.

Culture & Benefits

• Work on projects for international businesses, including automotive and other enterprise organizations.
• Access to BA meetups, professional certificate compensation, mentoring opportunities, and career development paths.
• Access to the hirify.global Knowledge Base with courses covering negotiation, Agile, product ownership, microservices, APIs, SQL, AWS, GDPR, UX/UI, and management.
• Join an organization that has been developing its expertise since 2007 and includes more than 200 business and systems analysts.