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Who is BTO Research?
BTO Research is a consulting firm, part of the Relatech Group, that has been supporting its clients in innovative projects for over 15 years, ensuring a customized approach to meet market challenges.
Founded in 2008, we have gathered and enhanced the historical experience of consulting to which we have added two key elements: research and innovation.
This journey has led us to a team of over 300 professionals across four countries, with numerous projects and the most cutting-edge knowledge in Project Management, Digital Transformation, Change Management, Cybersecurity and Digital Marketing.
We believe in the value of excellence and promote an environment where people can grow together, thanks to the contamination between different skills.
Are you eager to bring your experience and knowledge as ICT Governance Specialist into one of our client in the banking field?
**ICT Governance Specialist**:
Your role
As an ICT Governance Specialist you will be responsible for ensuring efficient ticket management, monitoring supplier KPIs, and managing ICT vendor relationships. This role aims to optimize ICT operations, ensuring that the services provided are of high quality and aligned with business objectives and the challenges will include:
Monitor the ticketing system to ensure timely handling and resolution of tickets in accordance with SLAs.
Assign tickets to appropriate teams and oversee the entire ticket lifecycle, from opening to closure;
Provide regular reports on ticket management, identifying any areas for improvement.
Define, monitor, and analyze KPIs related to ICT suppliers to ensure service levels are met;
Prepare periodic reports on supplier KPIs and present findings to management;
Collaborate with suppliers to identify and implement performance improvements;
Manage relationships with ICT vendors, ensuring effective communication and productive collaboration;
Support contract and SLA negotiations with suppliers, ensuring terms and conditions align with business needs;
Periodically evaluate supplier performance and manage contract renewal or termination processes.
**Requirements**:
Bachelor's degree in Computer Science, Information Technology Management, or a related field;
At least 2-5 years of experience in similar roles within ICT departments;
Experience in ticket management, KPI monitoring, and vendor management;
Experience with ticketing systems (e.g., ServiceNow, JIRA);
Knowledge of ICT service management principles and best practices (e.g., ITIL);
Ability to define and analyze KPIs and SLAs;
ITIL certification or other relevant ICT service management certifications;
Attention to detail and accuracy;
Proactivity and the ability to work independently;
Mandatory knowledge of English and Italian; French is a plus.
What does being a BTOers mean?
Being able to join a dynamic, inclusive and innovative environment, working closely with professionals;
Being part of a flexible, goal-oriented team, because for us, it’s the results that matter more than the number of hours in the office;
Have access to corporate conventions and discounts.
Are you ready to give your contribution to BTO?
Submit your CV and get ready to shape the future of business with us
