The role manages SLAs with countries and suppliers, oversees monitoring and problem management, and drives continuous improvement to ensure the stability and performance of all production IT services, leading the central Service Management function across all Countries.
Actas the singlepoint of accountabilityfor thestability,performance, andavailabilityof all production services, ensuring compliance with GOSP SLAs, KPIs, and organizational standards
Define,negotiate, andmanage SLAswithCountriesandOperational Level Agreements (OLAs)with suppliers and internal teams
Coordinatecommunicationto maintain andescalation managementservice quality, drive customer satisfaction, and ensure operational excellence
Leadandoversee team leadsforMonitoring,L2 Support, andIncident/Problem Management, ensuring consistency and adherence to best practices in service delivery
Supervisethe proactivemonitoringofsystemsandservicestopreventincidents, minimizedowntime, and continuouslyimprovesystem resilience
GovernITIL processesto ensure rapidrestorationandroot cause elimination
Promotea culture ofContinuous Service Improvement (CSI)by leveragingperformance data,KPIs, andcustomer feedbackto identify opportunities for optimization and innovation
Producecomprehensiveperformanceandtrend reportsfor the Head of OPS IT
Define processes and monitoringKPIs for service management
Requirements
Master's degreeinInformation Technology, Computer Science, Engineeringor a related field
9-10 years of experienceinIT service managementandIT OperationsorIncident/Problem Management leadership
Knowledge ofITIL frameworks, Data analysis, Planning, Customer orientation
Experience incustomer service standards, processes SLA and KPI management
ITIL v4 certification (Managing Professional or Strategic Leader) is highly required
Understand Experience withITSM tools(ServiceNow, Jira Service Management) and monitoring platforms (Datadog, Dynatrace)
Provenexperience managing technical teamsin afast-paced, multi-country environment
Strongunderstanding of cloud-native architectures,security and regulatory requirements
Expertiseininternational project managementand inagile project management(PMP, CSM, other certifications will be a plus)
Soft Skills
Fluent inEnglish and Italian
Leadership skillsand ability tomanagediverse (proactive and reactive)teams
Comfortable in afast-paced environment
Strongsense of ownershipandaccountability
Strongbusiness acumenand ability tointerfacewithexecutive management
Analyticalanddata-driven approachto decision-making
Ability tomanage prioritiesinhigh-pressured environment
Company Profile
Generaliis a major player in the global insurance industry – a strategic and highly important sector for the growth, development and welfare of modern societies.
Over almost 200 years, we have built a multinational Group that is present in more than 60 countries, with 470 companies and nearly 80,000 employees.
GOSP - Generali Operations Service Platformis a joint-venture between Generali and Accenture and providesIT and Procurement servicesto Generali Group companies.
Our purpose is to accelerate the Group's innovation and digitization strategy through the Cloud and shared platforms.
Based in Italy it has 6 branches across Europe and employs about ***** people.
Work place: Milan, Rome, Mogliano Veneto