ICT SERVICE MANAGER BI&REP

Ariston Group is a global leader in sustainable thermal comfort that offers a unique, extensive range of solutions for climate comfort, water heating and air handling, as well as components and burners. Listed on Euronext Milan since November 2021, in 2024 the group reported over 2.6-billion-euro revenues, with over 10,000 employees, direct presence in 40 countries in 5 continents, 28 production sites and 28 research and development centers. The group demonstrates its commitment to sustainability through the development of renewable and high efficiency solutions, such as heat pumps, water heating heat pumps, hybrids, domestic ventilation, air handling and solar thermal systems. The group also stands out for its continuous investment in technological innovation, digitalization, and advanced connectivity solutions. The group operates under global strategic brands Ariston, Elco and Wolf, and brands such as Calorex, NTI, HTP, Atag, Brink, Chromagen, Racold, as well as Thermowatt and Ecoflam in the components and burners business.
 

In order to reinforce our Group Infrastructures & ICT Services capabilities, we are searching for an ICT Service Manager – Business Intelligence and Reporting, reporting to the Group ICT Application Lead.

RESPONSIBILITIES:

• Act as the main business contact for the stability, availability, and performance of BI services
• Manage SLAs, KPIs, and service quality metrics, ensuring alignment with business needs and ICT standards
• Lead service review meetings with key stakeholders and drive improvement actions
• Ensure effective incident, problem, and service monitoring management in line with ITIL best practices
• Coordinate communication and escalations to ensure service continuity and customer satisfaction
• Promote Continuous Service Improvement using service data and performance insights
• Review service agreements to optimize costs and improve service quality
• Support transition to service from projects and post go-live activities

QUALIFICATION:

• University degree in Engineering, Computer Science, or a related field;
• 3+ years of professional experience in similar roles within complex organizational environment;
• ITIL frameworks and customer-oriented service management (ITIL v4 preferred) and ITSM tools (e.g. Jira, ServiceNow);
• Understand cloud architectures, security, and compliance;
• Knowledge/experience with data platform (MS Fabric, AWS) and BI reporting tools (SAP BO, PowerBI);
• Project management experience (certifications are a plus);
• Strong communication, analytical, and organizational skills, a results-oriented mindset, and a clear focus on performance measurement and continuous improvement are required;
• Fluent English is a must, Italian will be a plus;
• Availability to travel (20%).

Location: Fabriano or Milan (hybrid work mode)

We are committed to the principle of equal employment opportunity for all people, by offering a work environment accessible, welcoming and inclusive in compliance with legal obligations.