Azienda
The Client is an IT leader in the Ferry industrial sector is looking for the Leader of S&M; team to meet the company's growth plan.
Descrizione Lavoro
- 8+ years leading Support/Operations and/or Software Delivery teams in production environments on international projects (10+ ideal).
- Proven ability to manage customer relationships for L2 support services.
- ITIL 4 Foundation required; ITIL Managing Professional and/or ISO/IEC 20000 exposure a plus.
- Hands-on with ITSM platforms (Jira Service Management or ServiceNow): queues, SLAs, workflows, dashboards.
- Working knowledge of modern software stacks and architectures (e.g., Java/Spring, REST APIs, SQL, front-end) to read logs/stack traces, guide triage and challenge solutions (coding not required).
- Experience with CI/CD & release processes and tools (GitLab/Jenkins), APM/monitoring (Datadog/New Relic), and log analytics (ELK/Graylog).
- Demonstrated leadership of major incidents and post-incident reviews.
- Strong analytical mindset (Excel/BI/Power BI) and executive communication skills in English (Italian is a plus).
- Certifications: ISTQB, PMP/PRINCE2, ISO 27001 awareness, SRE fundamentals (nice to have)
Competenze ed esperienza
- Act as Process Owner for Support Service ensuring alignment with ITIL/ISO recommendations
- Define processes, guidelines and policy to provide a standardized service to all customers
- Run daily operation via Service Desk Lead, Release & Test Lead coordinator and Client Delivery Mgrs, remove blockers and balance workload.
- Accountable for major-incident war room and post-incident review; drive fast recovery and clear stakeholder comms.
- Control Service performance & observability by ensuring proactive monitoring (APM/logs), SLOs and budgets; trigger Problem Management for recurring issues.
- Maintain and publish the Service Performance Dashboard (SLA, TimeTR, backlog aging, defect trends, CSAT/XLA, cost‑per‑ticket).
- Partner with Client Delivery Managers to lead monthly/quarterly service reviews with customers; align on SLA/XLA and action plans.
- Own the Capacity Plan & Skill Matrix adjusting staffing, shifts and on‑call according to volume and SLA trends
- Assess and approve Training, Tooling and Automation initiatives that raise service quality or efficiency
- Keep control of hours spent against allocated budget for Support services
- Manage first level of escalation between internal teams or between customer and client's support
- Collaborate with Project Manager for the introduction of new services or new products
- Support Service Roadmap & Budget reviews, forecast OPEX and cost‑saving
- Report monthly to Service Unit Director (exec summary + CSI roadmap).
Completa l'offerta
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