Service Delivery Manager
1 settimana fa
About the Role
The Service Manager will be the primary contact for everything related to the delivery and management of requested services. This includes maintaining a proactive relationship with the Client through regular alignments either in person or via call. You will act as the primary interface between the Client and the Sales/Pre-Sales teams and will serve as the first level of escalation for project or Application Maintenance (AM) issues.
Key Responsibilities
- Maintain a proactive relationship with the Client through regular alignments.
- Act as the primary interface between the Client and the Sales/Pre-Sales teams.
- Serve as the first level of escalation for project or Application Maintenance (AM) issues.
- Directly involved in severity 1 problems and interventions.
- Monitor and report on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
Requirements
- Ability to prepare and update service-level agreements (SLAs).
- Natural determination and predisposition to achieve objectives.
- Knowledge of project management strategies based on PMI principles.
- Excellent skills in implementing mediation strategies even in critical situations.
- Assertiveness in communication.
- Problem-solving skills.
- Ability to analyze an issue even without having full control of the relevant application domain.
Preferred Skills and Experience
- Degree in Economics, Engineering, or Computer Science.
- Degree in Communication Sciences or similar fields, provided accompanied by relevant work experience.
- Experience in the banking sector is considered a plus.
- Good knowledge of English, with a minimum level of B2-C1 required.
- ITIL certification at a minimum foundation level.
About Us
3260 IN.S.A. Iniziative Telematiche per i Servizi Applicativi -S.p.A. is a company that designs, builds, manages, and modernizes mission-critical technology systems. We are committed to creating a workplace where all employees can find and provide support and advice. We welcome people of all cultures, backgrounds, and experiences.
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