Cti Delivery Senior Lead

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

JOB PURPOSE

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 experienced and highly motivated CTI Delivery Senior Lead to join our growing team.
The CTI Delivery Senior Lead is responsible for driving successful delivery of strategic business outcomes while ensuring Agile best practices are effectively implemented within the CTI team. This role combines enterprise-level delivery leadership across multiple technology teams with hands-on Scrum Master responsibilities focused on team effectiveness, continuous improvement, and Agile execution.
The role serves as the bridge between business strategy and delivery execution, ensuring that cross-functional teams deliver value efficiently, dependencies are managed proactively, and organizational impediments are removed. At the team level, the role coaches Agile practices, facilitates Scrum ceremonies, and fosters a culture of collaboration, accountability, and continuous improvement. 

KEY ACCOUNTABILITIES

•    Lead the end-to-end delivery of activities across multiple IT teams, squads, and aligned to business objectives and strategic priorities.
•    Manage cross-team dependencies, risks, issues, and delivery timelines.
•    Facilitate governance, planning, and reporting processes to provide transparency on delivery progress, risks, and outcomes.
•    Manage stakeholder expectations and communicate delivery status, milestones, and challenges effectively.
•    Serve as Scrum Master for the CTI team, ensuring Agile principles and Scrum practices are consistently applied.
•    Facilitate Agile ceremonies including Sprint Planning, Daily Stand-Ups, Sprint Reviews, Retrospectives, and Backlog Refinement sessions.
•    Monitor team health, velocity, sprint commitments, and delivery performance.
•    Remove team-level impediments and escalate issues when broader organizational support is required.
•    Support effective backlog management and prioritization in partnership with Product Owners.

QUALIFICATIONS (skills, competencies, experience)

•    Proven experience as an Agile Delivery Lead, Scrum Master, or similar role.
•    Strong understanding of Agile frameworks including Scrum, Kanban, and Lean principles.
•    Knowledge of CTI and Contact Center technology and platforms (Genesys Cloud as a plus)
•    Experience managing delivery across multiple teams, projects, or value streams.
•    Experience with Agile delivery tools such as Jira, Azure DevOps, or similar platforms.
•    Scrum Master certification (CSM, PSM, or equivalent) preferred.
•    Fluent in English and Italian

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 €55.000 – €62.000 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.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!