IT INCIDENT AND CONTINUOUS IMPROVEMENT PROJECT MANAGER

JOB NUMBER: JB03690

VACANCY NUMBER: ADV04368

SHARE: https://www.careers.msccruises.com/vacancy/ADV04368/it-incident-manager-and-continuous-improvement-price-and-inventory-naples

ORGANIZATION: MSC Crociere S.P.A.

BUSINESS AREA: Office

LINE MANAGER: IT Continuous Improvement Senior Manager

MSC Cruises is the world’s third-largest cruise brand as well as the leader in Europe, South America, the Gulf region, and Southern Africa with more market share in addition to deployed capacity than any other player. It is also the fastest-growing global cruise brand with a strong presence in the Caribbean, North America, and Far East markets. Headquartered in Geneva, MSC Cruises is one of the two brands that sit within the Cruise Division of MSC Group, the leading privately held Swiss-based shipping and logistics conglomerate with over 300 years of maritime heritage. MSC Cruises – the contemporary brand - has a modern fleet of 22 cruise ships with three new vessels due to be launched in 2025, 2026, and 2027.

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.

• 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.

• 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.

• Right to work in Italy.

In the course of our recruitment and selection process, we may make your Personal Information available to third parties such as recruitment agency, intermediaries and other business partners.