Michael Page 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 ***** 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 ***** awareness, SRE fundamentals (nice to have)
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).
The Client is an IT leader in the Ferry industrial sector is looking for the Leader of S&M; team to meet the company's growth plan.
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Settore: Altro Ruolo: Altro Sede: Napoli***---***?
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