Ph3IT Service Quality Manager /h3 pJoin to apply for the bIT Service Quality Manager /b role at bGenerali /b /p pThe candidate will be part of the Global Command Center (GCC) Quality Management team, within the GOSP Infrastructure Operation division, with the ownership of: /p ul liDefining, monitoring and optimizing the IT Service Management processes, including definition and deploy of the related internal training and communication plan /li liIdentifying, launching and coordinating quality improvement initiatives, including AIOps /li liManaging GCC communication and reporting towards GOSP C-Levels, building effective presentations /li /ul h3Ideal Candidate /h3 ul liA proactive, autonomous and driving approach /li liAn extensive experience in IT Operation Service Management with a large knowledge of the related IT Service Management practices, specifically as Incident Coordinator and Problem Owner. Experience in Major Incident coordination or Crisis management would be a plus /li liAn IT Technical Operation and development background /li liA strong attitude to define fact‑based improvements, both on processes and technologies /li liThe ability to define and implement reports, to define and monitor KPIs and to identify the needed improvements /li liMultiyear experience in managing projects /li /ul h3Main Activities /h3 pbProcess analysis, design and reporting /b: /p ul liAnalyze, define, document and deploy process rules, procedures, KPIs (efficacy, efficiency, quality of execution) on IT Service Management processes /li liDesign and implement reports (KPIs volumes and trends, …) and dashboards (on‑line/off‑line) /li liBuild effective presentations’ decks for GOSP C‑level Leadership /li liAnalyze and document data and KPIs trends, defining the needed corrective actions, eventually identifying AIOps requirements /li liDevelop business cases for the identified corrective actions and initiate related projects, as needed /li liDefine, manage and maintain the improvements’ action plans with all the stakeholders involved, eventually escalating activities to the appropriate leadership levels /li /ul pbCommunication management /b: /p ul liDefine and maintain the GCC communication plan, regarding GCC department updates impacting other stakeholders /li liDefine and deploy internal training and awareness session as part of GCC communication plan or as part of the identified improvement actions involving other stakeholders /li /ul h3Requirements /h3 ul liOutstanding communication and presentation skills /li liExpert in IT Service Management and Project Management /li liExpert in creating reporting and PowerPoint deck for C‑level /li liProficient in data reporting implementation and data analysis tools /li liProficient in productivity and collaboration tools /li liVery good knowledge of IT systems and networks architectures and operation /li liAvailable to work in remote with colleagues distributed across Europe /li /ul h3Company Profile /h3 pbGenerali /b is 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. /p pbGOSP - Generali Operations Service Platform /b is a joint‑venture between Generali and Accenture and provides bIT and Procurement services /b to 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 1.200 people. /p pbSeniority level: /b Associate /p pbEmployment type: /b Full‑time /p pbJob function: /b Information Technology /p pbIndustries: /b Insurance /p pbLocation: /b Milan, Lombardy, Italy /p /p #J-18808-Ljbffr