Service Manager &##Employment Type:
Regular Full-time &##We are seeking an experienced
Service Manager
to oversee enterprise network service delivery across Europe. In this role, you will be responsible for ensuring reliable, secure, and customer-centric network services while leading service teams, managing escalations, and driving continuous improvement in line with ITIL and ISO best practices. Service Delivery & Oversight Lead daily operations and delivery of enterprise network solutions across Europe. Ensure reliable performance of network services (MPLS, SD-WAN, IP VPN, Ethernet, Cloud connectivity) following ITIL standards. Monitor service quality and proactively implement improvement initiatives. Client Engagement & Relationship Management Act as the primary service contact for enterprise clients in the region. Manage SLAs, escalations, and service review meetings to ensure high customer satisfaction. Build trusted client relationships by addressing service issues promptly and effectively. Quality Assurance & Risk Management Provide executive-level reporting on service performance, risks, and mitigation plans. Ensure compliance with ITIL, ISO, and internal governance frameworks. Identify risks and implement proactive measures to safeguard service reliability. Track and analyze service metrics (including NPS) to improve customer experience.
Bachelor’s Degree in Computer Science, IT, or equivalent. ~5+ years of experience in account or service management in the Telecommunications or IT industry. ~ Proven ability to manage escalations and enhance service delivery processes.
Professional networking certification (e.g., We are committed to fostering an inclusive environment where diversity is celebrated. All qualified applicants will receive equal consideration without regard to race, gender, age, disability, sexual orientation, religion, or any other protected status. 📌 Head of Training Services 🏢 Queen Square Recruitment 📍 Sant'Ambrogio di Torino