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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