As a Customer Service Manager, you will be responsible for providing proactive service management, commercial support, and governance to ensure the delivery of high-quality, standardized, and consistent services across the Getronics portfolio.
You will also be responsible for engaging closely with customers, collaborating with global technical delivery and operations teams, and applying both technical expertise and commercial insight to support service excellence.
This role primarily supports customers in Italy and requires you to be based in Milan, working in a hybrid model that includes time at the customer's site, the Getronics Milan office, and remote work from home.
Responsibilities
· Customer P&L accountability with focus in improving Gross Margin
· Customer satisfaction/experience owner
· Business expansion / service upselling
· Support/advisor for bids build
· Support, follow-up and being able to coordinate small expansion projects
· SLA achievements and improvements plans
· Service Reporting
· Support the operational relationship between internal and client organisations, acting as an escalation point for effective Incident Management
· Service billing accountability and support for cash collection
· Contract scope commitments are met and formally change controlled
· Technical advisor to customer through Getronics portfolio with special emphasis in Cloud (mainly), security and workspace
· Third party management for customers services
· We are not looking for a Project Manager, we are looking for a Service Manager
Qualifications
· Minimum 3 to 5 years of experience in an IT Service Delivery role. ITIL qualification would be a strong plus.
· Experience as Service manager in managing big enterprises with cloud, security, workplace and/or Service Desk services
· Good technical knowledge in IT, preferably in Cloud (Private (VMware), M.Azure and/or AWS) and secondly in Office365 and security services
· Business expansion/services upselling mentality. Commercial skills
· Proven operational management ability: measuring and reporting on operational performance, assessing position and taking appropriate and effective management actions
· Experience of matrix management in a global environment and remote management
· Very strong influencing, problem solving and negotiation skills
· Third party management skills
· Customer Facing skills
· Financial Acumen
· Native in local country language (Italian)
· Fluent in English (speaking and writing)