IT Change Manager Senior Analyst

Job Purpose

MSC Crociere is looking for a Change Manager Senior Analyst to support the governance and continuous improvement of the IT Change Management process across MSC Cruises' global technology environment. The role ensures that production changes are properly assessed, planned, authorized, coordinated and reviewed, balancing technology delivery and business agility with service stability and operational risk. Working across multiple technology domains, the role provides governance across the end-to-end change lifecycle, facilitates Change Advisory Board activities, identifies change-related risks and conflicts, and uses operational data to improve change quality and success rates continuously.

Key Accountabilities

• Design and evolve the observability architecture and recommend improvements to standards and the technical roadmap across applications, infrastructure, cloud, networks and digital services.
• Act as the technical reference for the observability platforms, with primary focus on Dynatrace and Elastic Stack (ELK), ensuring scalability, consistency and effective adoption across IT teams.
• Design and recommend common monitoring and telemetry standards covering metrics, logs, traces, events, user experience, service topology and business-critical services.
• Design and continuously improve dashboards, service health models, alerting strategies, anomaly detection and event correlation to enable proactive operations and reduce alert noise.
• Work with IT teams and business stakeholders to improve service visibility, incident detection, root cause analysis and operational troubleshooting.
• Ensure observability requirements are embedded into new services, projects, releases and operational readiness processes.
• Drive continuous improvement and automation of observability capabilities, including integrations with ITSM platforms, APIs, automation frameworks and emerging AIOps capabilities.

Qualifications

• Strong knowledge of ITIL Change Enablement / Change Management processes and governance principles.
• Proven experience in change risk and impact assessment, CAB coordination and the management of high-risk production changes.
• Good understanding of IT infrastructure, cloud, network, application and integration environments, with the ability to assess cross-domain dependencies and operational impacts.
• Hands-on experience with IT Service Management platforms such as ServiceNow, Jira Service Management or equivalent.
• Good understanding of related ITSM processes, particularly Release, Incident, Major Incident, Problem and Service Level Management.
• Strong analytical, organizational and stakeholder-management skills, with the ability to manage multiple priorities and challenge change readiness when required.
• Bachelor's or Master's degree in Computer Science, Information Systems or equivalent; ITIL Foundation certification required.
• Fluent English, both written and spoken.

VISA Requirements

Right to work in Italy.

What we offer

In compliance with the applicable pay transparency legislation, the following information is provided regarding the initial compensation foreseen for the position.

Contract
• Type of contract: Permanent
• Hybrid working model: 2 days per week remotely
• Applicable Collective Labour Agreement (CCNL): “Addetti agli uffici ed ai terminals delle società di navigazione che esercitano l’armamento privato” – sez. personale di terra
• Gross annual salary (RAL): between €45.000 – €52.000 gross per year, paid over 14 monthly installments
• Meal vouchers: worth €8 per on-site working day
The offer in terms of salary will be determined based on the candidate’s professional experience, technical competencies, and the level of autonomy and responsibility assigned to the role.

Welfare&Wellbeing
We offer a range of Welfare&Wellbeing Initiatives as well as benefits including Productivity award, Health Insurance, Learning opportunities, flexible working hours, Employee Assistance Programme, Discounts & Partnerships within the MSC group.