Offerta
* 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
* Consulente
Ilaria Aprile
Job ref JN-102025-6853901
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