IT Customer Operations Specialist

2 giorni fa

Milano, Italia Generali Italia A tempo pieno

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 5 branches across Europe and employs about 1.000 people.

Customer Operations Hub is reporting to Customer Operations Division head and is accountable and responsible for:

- Management of Customer Operations services that are delivered centrally to GOSP Customers cross-country i.e. Generali Investments, and Generali Real Estate; for this responsibility he/she has to interact with GOSP Branches CTO and Teams to deploy seamless harmonized services to users based in different countries.
- Definition and deployment of harmonized operating models, KPIs and reporting for all Customer Operations services that are delivered locally by GOSP branches (e.g. Service Desk); he/she is responsible to define blueprint and standards and to monitor their deployment in GOSP Countries
- Shaping and managing the projects to extend and provide Customer Operations Services to new Countries/Customers based on the target model; at the end of the projects the service delivery responsibility will be shifted to the accountable units

**Main tasks**:
Main tasks for Customer Operations Hub are:

- Participate and contribute to weekly Customer Operations division meetings
- Structure and run Quality Services Reviews with delivery units (e.g. IT Workplace and User Help Desks Unit Heads), Customers and involved providers
- Design, estimate effort and budget with BRM, and deliver projects to extend Customer Operations services to new Countries/Customers delivered from a central unit
- Provide periodical updates on progress of task assigned to Division Head

**Requirements**:

- Good balance between hard and soft skills is required
- Proven structured communication and problem solving skills are mandatory
- The job is based in Milan and may require travel (mainly in Italy and Europe) on a monthly basis
- Very Good English spoken and written is mandatory, French and German are a plus

**Skills**:

- Multi-country team management
- Technical IT Workplace and Service Desk built with experience on:

- Microsoft Suite (i.e. SCCM-CMG, Intune-Autopilot, O365)
- ITSM tool (i.e. ServiceNow)
- Endpoint Management framework
- Virtual Desktop Environment
- IT & Ops Services SLA/OLA definition and monitoring
- IT Operations Transformation cross-country
- Project Management
- Business Plan and business case
- Problem Solving
- Structured Communication

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