Service Manager

36 minuti fa

WorkFromHome, Italia Agile Lab S.r.l. A tempo pieno

Agile Lab is a company founded in 2014 with the mission to create value for its customers in data‑intensive environments through customisable solutions that establish performance‑driven processes, sustainable architectures and automated platforms based on data governance best practices. Having delivered over 100 successful Elite Data Engineering initiatives, we have used this experience to create Witboost: a modular, technology‑agnostic platform that enables modern organisations to discover, value and produce their data in both traditional environments and fully compliant Data Mesh architectures. With a highly skilled team of over 260 data engineers based in Europe, Agile Lab helps organisations with their data‑driven transformation. Take a look at our handbook to discover our core values and processes. The opportunity: We are looking for a Service Manager who will act as the key point of reference for the operational and organisational management of IT services supporting Poste Italiane’s banking and transactional core. You will oversee the processes that ensure the reliability of accounting operations, financial transactions, banking products, and user data. Your goal will be to guarantee operational continuity, process consistency, and activity traceability by coordinating teams and stakeholders to maintain a stable, efficient, and compliant platform. RAL: €37k - €50K Responsibilities: Organizational Management of Release Activities Coordinate operational activities and oversee release processes across accounting, transactions, banking products, and user data. Ensure that each release is properly planned, tracked, and executed to guarantee stability and compliance. Escalation Handling and Cross‑Functional Coordination Serve as the primary point of contact for operational and technical escalations. Engage development, infrastructure, product, and compliance teams to resolve issues promptly, maintaining clear and consistent communication. Shift Planning and Internal Coordination Manage the team’s shift schedules, ensuring full coverage, proper rotation, and continuity of service. Guarantee clear, structured, and well‑documented handovers between shifts. Incident Workflow Management Supervise the full incident management lifecycle – detection, classification, communication, and resolution – working closely with the Incident Manager and technical teams to minimize impacts on core services. Service Metrics Monitoring and Impact Assessment Monitor key service metrics (SLA, response times, transaction volumes, error rates, availability) to evaluate system performance. Communicate impacts, severity, and priorities clearly to stakeholders in cases of service degradation. Operational Communication Control Ensure that emails, tickets, reports, and internal communications are managed in an organised and traceable manner, maintaining full visibility and consistent follow‑up. Continuous Improvement of Service Management Processes Review processes, KPIs, and post‑incident analyses to identify improvement opportunities. Contribute to the evolution of procedures, tools, and documentation in line with business needs.

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