As a Principal Service Manager, you will lead end‑to‑end service delivery for strategic enterprise customers, shaping service excellence across a global portfolio. You’ll act as a senior escalation point, a strategic advisor, and a driver of service transformation—enhancing customer satisfaction, operational performance, and long‑term business value.
WHAT THE ROLE OFFERS
* Owning the end‑to‑end delivery of managed services at scale, ensuring consistent achievement of SLAs, KPIs, and agreed service quality targets
* Leading and facilitating Quarterly Business Reviews (QBRs), service reviews, and ongoing senior stakeholder engagements
* Acting as escalation owner for major service issues and customer escalations
* Using service performance data and metrics to identify issues, explain outcomes, and drive continuous service improvements
* Leading global and matrixed delivery teams, including offshore resources
* Leading service & technology transformation initiatives
WHAT YOU NEED TO SUCCEED
* Bachelor’s degree in IT, Business, or related field
* 10–15+ years’ experience in IT Service Management with enterprise customers
* Proven track record managing large, complex managed services environments
* Strong expertise in ITIL-based service governance (ITIL certification preferred)
* Ability to lead global teams and influence senior stakeholders
* Excellent communication, analytical, and problem‑solving skills
* Additional certifications such as PMP, Lean, or Six Sigma are an advantage
* Fluency in Italian and English; additional languages (e.g. German, French, Spanish) are a plus
In this role, you will shape the future of our service delivery and create meaningful impact for our customers.
We are committed to an inclusive environment where everyone belongs.
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