Service Delivery Specialist

Experteer Overview

In this role, you will manage and evolve IT Workplace services with a Retail‑first focus, ensuring high-quality user support across Retail, Corporate, and Industrial users. You’ll drive vendor governance, ITIL process improvements, and the adoption of AI‑powered tools to enhance digital employee experience. You will coordinate store lifecycle activities (openings, relocations, closures) and align in‑store solutions with corporate technology platforms. This is a cross‑functional, impact‑driven position in a fast‑paced luxury retail environment. Retribuzione / Benefits

Coordinate and monitor IT Workplace services supporting the Retail business Manage IT vendors, including Service Desk providers and technology partners Oversee the evolution and governance of the ITSM platform Manage and continuously improve ITIL processes Monitor service KPIs and SLAs to ensure quality and performance Support IT Workplace projects, including rollouts and self‑service portals Oversee IT services supporting the store network with end‑to‑end visibility Manage IT aspects of the store lifecycle (openings, relocations, closures) including readiness, hardware deployment, POS setup, go‑live, and decommissioning Coordinate vendors and collaborate with Retail IT teams for delivery and issue resolution Contribute to alignment between in‑store solutions and corporate platforms Act as operational point of contact for Retail and Store Operations stakeholders Manage the device lifecycle across the organization Support defined AI and automation solutions for service management and monitoring Responsabilità

2–3+ years in IT Workplace, End User Computing, or Service Delivery with Retail exposure Experience with ITSM platforms, preferably ServiceNow and/or HaloITSM Familiarity with Microsoft 365, Entra ID, Intune; Teams and collaboration tools Experience with AI‑powered productivity tools (Microsoft Copilot, ChatGPT, Claude) Knowledge of retail systems and POS solutions (hardware and software) and in‑store operations Understanding of Retail processes and store lifecycle Knowledge of ITIL processes (e.g., Change Management, Demand Management) and/or relevant certifications Strong vendor and cross‑functional coordination, ownership mindset, and results orientation Proficient in English; willingness to travel across Italy and Europe

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