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Service Delivery Manager

1 mese fa

Turin, Piemonte, Italia 3260 IN.S.A. Iniziative Telematiche per i Servizi Applicativi -S.p.A. A tempo pieno

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

  • Accounting and monitoring service traffic reports for any service consumption overages
  • Supporting the service performance report (including related Help Desk tickets)
  • Monitoring and reporting on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
  • Direct involvement in severity 1 problems and interventions
  • Serving as the focal point for scheduled service outage communications

Requirements

  • Ability to prepare and update service-level agreements (SLAs)
  • A natural determination and predisposition to achieve objectives
  • Knowledge of project management strategies based on PMI principles and skills in training Project Managers dedicated to the service
  • Ability to formalize content appropriately and adapt communication style according to the context and audience
  • 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
  • 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