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MSC Cruises is the world’s third-largest cruise brand as well as the leader in Europe, South America, the Gulf region, and Southern Africa with more market share in addition to deployed capacity than any other player. It is also the fastest-growing global cruise brand with a strong presence in the Caribbean, North America, and Far East markets. Headquartered in Geneva, MSC Cruises is one of the two brands that sit within the Cruise Division of MSC Group, the leading privately held Swiss-based shipping and logistics conglomerate with over 300 years of maritime heritage. MSC Cruises – the contemporary brand - has a modern fleet of 22 cruise ships with three new vessels due to be launched in 2025, 2026, and 2027.

We are seeking an IT Incident Manager and Continuous Improvement professional to join our Naples office, a key hub for our IT operations.

This role is instrumental in managing and optimizing our reservation system's performance. Reporting directly to the IT Continuous Improvement Senior Manager, you will be at the forefront of ensuring the stability of our systems, leading a dedicated team, and driving continuous improvement initiatives.

• A minimum of 7 years of experience in IT incident management, with a proven track record of leading sizable teams.
• Strong expertise in Java and its associated technologies.
• Exceptional vendor management skills, with the ability to coordinate and manage external suppliers effectively.
• Demonstrated ability in measuring team performance using relevant KPIs and metrics.
• Bachelor's or Master's Degree in Computer Science, IT, or a related field.
• Fluent in English, both written and spoken. Proficiency in any additional European language is a plus.
• Strong leadership and team management skills, with a focus on mentorship and professional development.
• Familiarity with ITIL or other relevant IT service management frameworks.
• Oversee the Incident Management team, ensuring swift resolution of incidents and minimizing system downtime
• Lead a team of 15-20 IT professionals, fostering a culture of excellence, collaboration, and continuous learning.
• Coordinate with external vendors and suppliers, ensuring that service level agreements are met and that there's seamless communication
• Drive continuous improvement initiatives within the reservation system, identifying areas of optimization and implementing best practices.
• Measure and report on the performance of the incident management team, setting benchmarks and KPIs to ensure consistent service delivery.
• Collaborate closely with the IT Continuous Improvement Senior Manager to align on strategies and objectives.
• Stay updated with the latest in IT best practices, ensuring MSC Cruises remains at the forefront of digital transformation.

VISA REQUIREMENTS (if any)

• Right to work in Italy.Part of the MSC Group, MSC Cruises is the market leader in the Mediterranean, South Africa and South America, and sails year-round in the Mediterranean and the Caribbean. Its seasonal itineraries cover northern Europe, the Atlantic Ocean, South America, southern Africa, and the Persian/Arabian Gulf. MSC Cruises was born in the Mediterranean, and draws inspiration from this heritage to create a unique experience for holidaymakers worldwide. As a result of a euro 6.5 billions investment programme launched in 2003, MSC Cruises' fleet comprises 13 state-of-the-art cruise ships belonging to four different classes: Lirica, Musica, Fantasia and Meraviglia. The fleet's average age is 7 years, the youngest in the industry. In 2014, MSC Cruises launched a euro 9 billion, 10 year investment plan to support the second phase of its growth through the order of up to 11 next generation mega cruise ships. As a result, MSC Cruises' fleet will double by 2026, while the passenger capacity will triple to reach five million passengers per year. MSC Cruises is the first cruise company to develop an investment plan of this length and magnitude. MSC Cruises feels a deep responsibility for the environments in which it operates, and was the first company ever to earn the Bureau Veritas "7 Golden Pearls" for superior management and environmental stewardship. In 2009, MSC Cruises began an enduring partnership with UNICEF to support various programmes assisting children worldwide.