Head of Global IT Service Support

Head of Global IT Service Support

City: Genova

Location: Genova, IT, 16128 Roma, IT, 144

Contract Type: Permanent

Division: Operating Engine

Level of experience: Director

RINA is currently recruiting for a Head of Global IT Service Support to join its offices in Genoa or Rome (Italy) within the Operating Engine Division.

Mission

In this role, you will be responsible for defining, overseeing, and continuously improving IT Service Support services on a global scale, ensuring high standards of quality, efficiency, and internal customer satisfaction in line with corporate standards and ITIL best practices.

Key Accountabilities

• Lead and coordinate global IT Service Support teams, including Service Desk, Incident, Problem, and Request Management.
• Define and implement worldwide IT support strategies, ensuring 24/7 coverage where required.
• Ensure compliance with SLA/OLA commitments and monitor service performance through KPIs and reporting.
• Manage critical and major incidents at a global level, ensuring effective communication with business stakeholders.
• Drive continuous improvement of IT Service Management processes in line with ITIL frameworks.
• Collaborate with other IT teams (Infrastructure, Security, Applications) to ensure end-to-end service support.
• Manage budgets, external vendors, and IT support outsourcing contracts.
• Support change management initiatives and IT transformation programs.
• Ensure global standardization of IT support processes and tools.

Education

Bachelor’s Degree in Computer Science or Engineering General

Master’s Degree

Qualifications

• 6–8+ years of experience in IT Service Support / IT Operations, within enterprise and multinational environments.
• Proven experience managing international, distributed, and multicultural IT teams, with strong leadership capabilities.
• Strong knowledge of ITIL processes (Incident, Problem, Change, Service Request Management) and hands‑on experience with IT Service Management ( ITSM ) tools, preferably ServiceNow .
• Solid understanding of complex IT environments (on‑premise, cloud, hybrid) and end‑to‑end service support models.
• Experience in vendor management, including external suppliers and IT service outsourcing contracts.
• Strong service orientation with a clear focus on internal customer satisfaction and stakeholder management.
• Analytical mindset, continuous improvement approach, and ability to manage multiple priorities under pressure.
• Certifications (preferred): ITIL Foundation or ITIL Managing Professional; COBIT, PMP, Prince2 considered a plus.
• Fluent English and Italian required.
• DOMAIN & BUSINESS ACUMEN - Applying a scientific approach and critical thinking in operations and solution development within area of expertise.
• INTERPERSONAL INFLUENCE - Skills and strategies we use to interact effectively with others.
• WORKPLACE DYNAMICS - Resourcefulness in shaping progress and working efficiently.
• FORESIGHT & INSIGHT - Context awareness adopting a systemic perspective and informed decision making.
• PERSONAL EMPOWERMENT - Ownership for life, work and results, striving to grow professionally and personally.

At RINA, we endeavor to create a work environment where every single person is valued and encouraged to develop new ideas. We provide equal employment opportunities and are committed to creating a workplace where everyone feels respected and safe from discrimination or harassment of any kind. We are also compliant to the Italian Law n. 68/99.