IT Service Quality Manager

IT Service Quality Manager Join to apply for the IT Service Quality Manager role at Generali The candidate will be part of the Global Command Center (GCC) Quality Management team, within the GOSP Infrastructure Operation division, with the ownership of: Defining, monitoring and optimizing the IT Service Management processes, including definition and deploy of the related internal training and communication plan Identifying, launching and coordinating quality improvement initiatives, including AIOps Managing GCC communication and reporting towards GOSP C-Levels, building effective presentations Ideal Candidate A proactive, autonomous and driving approach An 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 An IT Technical Operation and development background A strong attitude to define fact‑based improvements, both on processes and technologies The ability to define and implement reports, to define and monitor KPIs and to identify the needed improvements Multiyear experience in managing projects Main Activities Process analysis, design and reporting : Analyze, define, document and deploy process rules, procedures, KPIs (efficacy, efficiency, quality of execution) on IT Service Management processes Design and implement reports (KPIs volumes and trends, …) and dashboards (on‑line/off‑line) Build effective presentations’ decks for GOSP C‑level Leadership Analyze and document data and KPIs trends, defining the needed corrective actions, eventually identifying AIOps requirements Develop business cases for the identified corrective actions and initiate related projects, as needed Define, manage and maintain the improvements’ action plans with all the stakeholders involved, eventually escalating activities to the appropriate leadership levels Communication management : Define and maintain the GCC communication plan, regarding GCC department updates impacting other stakeholders Define and deploy internal training and awareness session as part of GCC communication plan or as part of the identified improvement actions involving other stakeholders Requirements Outstanding communication and presentation skills Expert in IT Service Management and Project Management Expert in creating reporting and PowerPoint deck for C‑level Proficient in data reporting implementation and data analysis tools Proficient in productivity and collaboration tools Very good knowledge of IT systems and networks architectures and operation Available to work in remote with colleagues distributed across Europe Company Profile Generali 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. GOSP - Generali Operations Service Platform is a joint‑venture between Generali and Accenture and provides IT and Procurement services 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. Seniority level: Associate Employment type: Full‑time Job function: Information Technology Industries: Insurance Location: Milan, Lombardy, Italy #J-18808-Ljbffr