Global IT Senior Specialist Service Lead

Campari Group today is a major player in the global branded spirits industry, with a portfolio of over 50 premium and super premium brands, marketed and distributed in over 190 markets around the world, with leading positions in Europe and the Americas.

Headquartered in Milan, Italy, Campari Group owns 25 plants worldwide and has its own distribution network in 26 countries, and employs approximately 4,700 people.

Shares of the parent company Davide Campari - Milano N.V. are listed on the Italian Stock Exchange since 2001. Campari Group is today the sixth-largest player worldwide in the premium spirits industry.

Campari Group today is a major player in the global branded spirits industry, with a portfolio of over 50 premium and super premium brands, marketed and distributed in over 190 markets around the world, with leading positions in Europe and the Americas.

Headquartered in Milan, Italy, Campari Group owns 22 plants worldwide and has its own distribution network in 22 countries and employs approximately 4,000 people.

Shares of the parent company Davide Campari - Milano N.V. are listed on the Italian Stock Exchange since 2001. Campari Group is today the sixth-largest player worldwide in the premium spirits industry.

Role Context and Mission

Campari Group is undergoing a dynamic transformation, with OneIT evolving from a traditional back-office function into a strategic business partner driving innovation and growth. As part of this journey, we are seeking a Global IT Senior Specialist IT Service Lead to play a pivotal role in shaping and delivering world-class IT Service Management across the organization.

This role is embedded within a globally distributed technology team, and it offers a unique opportunity to lead the optimization of service-related processes, champion ITIL-aligned best practices, and drive operational excellence through data, automation, and AI. This role manages daily demand and release activities, oversees change management, and drives process optimization and innovation. Acting as a key link between business, product owners, architects, and the platform team, the Service Excellence Lead promotes transparency, operational efficiency, and excellent employee experience.

The Global IT Service Lead will be instrumental in:

• Redesigning and streamlining ITSM processes to enhance efficiency and reduce complexity.
• Leading the implementation and adoption of a new corporate ITSM platform across internal teams and external service providers.
• Acting as a Critical Incident Manager to ensure continuity and resilience in service delivery.
• Overseeing vendor performance and contract SLA/KPI/XLA to maintain high service standards.

The IT Service Manager will be responsible for:

• Own and optimize global ITSM processes, ensuring alignment with business needs and ITIL best practices
• Redesign and enhance service-related processes to improve efficiency, reduce complexity, and drive service excellence
• Lead the implementation and management of a new corporate ITSM platform, ensuring adoption across internal teams and service providers
• Oversee and manage IT service delivery to ensure high-quality support, acting as a Critical Incident Manager when needed
• Drive service optimization and innovation by leveraging data, AI, and automation to enhance service performance
• Ensure vendor and contract management, overseeing SLAs and maintaining high service performance for Application Management Services
• Develop a comprehensive knowledge base to improve operational efficiency and reduce reliance on individual expertise

The IT Service Lead will ideally have the following experience:

• 5-10 years experience 
• Proven experience in ITSM process governance and optimization within a global enterprise
• Strong understanding of ITIL best practices, with experience in service design, process automation, and driving efficiency improvements
• Experience implementing and managing ITSM platforms (ServiceNow) and ensuring full adoption across teams
• Exposure to AI, and Digital solutions is a plus.
• Relationship Builder: Cultivate professional networks and collaborate across boundaries.
• Strategic Thinker: Set a clear direction aligned with business goals.
• Information Sharing and Collaboration: Promote knowledge exchange and innovation.
• Forward-Looking and Innovative: Challenge conventional thinking and explore emerging trends.
• Team Builder and Developer: Build a skilled and diverse team, fostering a culture of continuous learning.
• Problem Solver: Think critically and find creative solutions.
• Collaboration and Knowledge Sharing: Foster a collaborative environment for sharing expertise.
• Experience with Agile methodology and strong knowledge of ServiceNow platform planning and implementation, including leading cross-platform service enhancements and managing escalation processes within Agile frameworks. Proven ability to coordinate service delivery improvements, facilitate sprint planning and retrospectives, and drive continuous process optimization across teams.
• Skilled in stakeholder engagement, requirements gathering, and translating business needs into actionable technical solutions, ensuring alignment with organizational goals and best practices.
• MUST: ITIL certification is required
• NICE TO HAVE: Certifications (Frameworks) – PMP or Prince 2, Agile
• NICE TO HAVE: Certifications (Technologies) – ServiceNow ITSM Administration – Platform Analytics

What else will make you successful?

• Excellent English communication skills (including the ability write clear documents and explain)
• Experience in leveraging data analytics to measure adoption
• Experience with effective communication at different levels in the organization
• Experience with content creation tools such as MS Power Point, Canva, Photoshop or Illustrator

Our commitment to Diversity & Inclusion:

At Campari Group we believe in building more value together, thus we see diversity in all forms as a source of enrichment. Our employment policies and practices ensure that we are committed to providing equal employment opportunities in all aspects of employment without regard to any individual’s race, religion, creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, sexual orientation, gender identity or characteristics or expression, political affiliation or activity, age, veteran status, citizenship, or any other characteristic protected by law.

Campari Group believes that fair compensation and equal opportunities are crucial for employees’ well-being, empowerment, and engagement.  Our efforts to ensure fair pay have earned us the Fair Pay Certification by Fair Pay Workplace, an independent organization dedicated to dismantling pay disparities based on gender, race and their intersection.

Note to applicants:

Your application will be assessed based on your abilities, expertise, general knowledge and experience, not because of any confidential, proprietary or trade secret information you may possess. You must not disclose to Campari Group any such information. In the event that you are asked a question that cannot be answered without disclosure of any confidential, proprietary or trade secret information (including from a current or prior employer or their vendors or customers), you must decline to answer the question.

Notice to third party agencies:

Please refrain from cold-calling or emailing our executive leadership team or the HR community directly. The Talent Acquisition department manages centralized recruiting operations globally, including the selection and management of external suppliers. Currently, our preferred supplier list is at full capacity. To ensure we have your information on file for future consideration, we kindly request that you complete the online form provided here.