It Incident And Continuous Improvement Project Manager

MSC Cruises, the world's 3rd largest cruise operator, is in the midst of a transformative digital journey.
As we continue to modernize our operations, our reservation system stands as a pivotal component in ensuring a seamless experience for our customers.
We are seeking an IT Incident Manager and Continuous Improvement professional to join our Naples office, a key hub for our IT operations.This role is instrumental in managing and optimizing our reservation system's performance.
Reporting directly to the IT Continuous Improvement Senior Manager, you will be at the forefront of ensuring the stability of our systems, leading a dedicated team, and driving continuous improvement initiatives.A minimum of 7 years of experience in IT incident management, with a proven track record of leading sizable teams.Strong expertise in Java and its associated technologies.Exceptional vendor management skills, with the ability to coordinate and manage external suppliers effectively.Demonstrated ability in measuring team performance using relevant KPIs and metrics.Bachelor's or Master's Degree in Computer Science, IT, or a related field.Fluent in English, both written and spoken.
Proficiency in any additional European language is a plus.Strong leadership and team management skills, with a focus on mentorship and professional development.Familiarity with ITIL or other relevant IT service management frameworks.Oversee the Incident Management team, ensuring swift resolution of incidents and minimizing system downtime.Lead a team of 15-20 IT professionals, fostering a culture of excellence, collaboration, and continuous learning.Coordinate with external vendors and suppliers, ensuring that service level agreements are met and that there's seamless communication.Drive continuous improvement initiatives within the reservation system, identifying areas of optimization and implementing best practices.Measure and report on the performance of the incident management team, setting benchmarks and KPIs to ensure consistent service delivery.Collaborate closely with the IT Continuous Improvement Senior Manager to align on strategies and objectives.Stay updated with the latest in IT best practices, ensuring MSC Cruises remains at the forefront of digital transformation.
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