Service Delivery Specialist

A career in Maison Valentino is your chance to grow in a reality where business and creativity meet and thrive in an inclusive, and open-minded community.

Maison Valentino believes in a colleague-centric approach, where our contribution and behaviors as individuals are the secret of our success as a community. Each Valentino colleague is crucial to guarantee that every need in Valentino is met with mastery, creativity, uniqueness, and care.

The selected candidate will join the IT Workplace team, with responsibility for managing and evolving IT services supporting Retail users (primary focus), as well as Corporate and Industrial users.

The role includes the operational coordination of support services, vendor management, and oversight of key IT tools and processes, contributing to the continuous improvement of the user experience through Digital Employee Experience (DEX) solutions and AI-powered tools (e.g., Microsoft Copilot).

Within the Retail environment, the role has an enhanced scope of responsibility, covering the infrastructure and process aspects of in-store IT services, managing the complexities of the store lifecycle (openings, relocations, and closures), and ensuring effective coordination with vendors and cross-functional teams operating within the Retail ecosystem.

Key Responsibilities

• 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 existing ITIL processes.
• Monitor service KPIs and SLAs to ensure service quality and performance.
• Support IT Workplace projects, including rollouts, new tools, and self-service portals.
• Oversee IT services supporting the store network, ensuring end-to-end visibility across applications and operational processes.
• Manage IT aspects of the store lifecycle, including store openings, relocations, and closures (site readiness, connectivity, hardware deployment, POS setup, go-live activities, and decommissioning), as well as the related operational complexities.
• Coordinate vendors and collaborate with other Retail IT teams (Digital Applications, POS Applications, etc.) to ensure successful delivery, solution enhancements, and issue resolution.
• Contribute to alignment and consistency between in-store solutions and corporate technology platforms.
• Act as the operational point of contact for Retail and Store Operations stakeholders.
• Manage the device lifecycle across the organization.
• Support the definition and adoption of AI and automation solutions for service management and monitoring.

Key Requirements

• Minimum 2-3 years of experience in IT Workplace, End User Computing, or Service Delivery roles, with significant exposure to the Retail environment.
• Experience with ITSM platforms, preferably ServiceNow and/or HaloITSM.
• Familiarity with:
  • Microsoft 365, Entra ID, and Intune
  • Microsoft Teams and collaboration tools
  • AI-powered productivity and support tools (Microsoft Copilot, ChatGPT, Claude, etc.)
• Knowledge of retail systems and POS solutions (both hardware and software), with a solid understanding of in-store operations.
• Understanding of Retail processes and the store lifecycle (openings, relocations, and closures).
• Knowledge of ITIL processes (including Change Management and Demand Management) and/or relevant certifications.
• Strong ability to coordinate vendors and cross-functional teams, with a high sense of ownership and results orientation.
• Good command of English and willingness to travel across Italy and Europe.

Soft Skills

• Leadership and strong cross-functional coordination skills across internal teams and external vendors.
• Ownership mindset, results orientation, and strong problem-solving capabilities.
• Excellent stakeholder management skills, with the ability to build effective relationships across both Business and IT functions.

The Valentino ecosystem is home to a wide and extraordinary pool of talents, each colleague contributing with their unique attributes, nurturing a culture of inclusivity and equality. Inspiring sense of belonging, passion and engaging colleagues are the bases of our inclusive and multifaceted world.