Service Manager

Agile Lab is a company founded in **** 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 - €50KResponsibilities:Organizational Management of Release ActivitiesCoordinate 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 CoordinationServe 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 CoordinationManage 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 ManagementSupervise 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 AssessmentMonitor 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 ControlEnsure 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 ProcessesReview processes, KPIs, and post-incident analyses to identify improvement opportunities. Contribute to the evolution of procedures, tools, and documentation in line with business needs.Requirements:3-5+ years of experience in Service Management, Operations, or Incident/Release Coordination, ideally in banking, FinTech, or regulated environments.Knowledge of financial domain processes: accounting movements, transactions, banking products, and customer master data.Ability to interpret service metrics and operational KPIs, assess incident impact, and communicate priorities clearly.Strong process orientation with solid understanding of ITIL or similar frameworks.Excellent organisational and communication skills, ensuring clear tracking of communications, tickets, and tasks.Ability to coordinate cross-functional teams and manage complex situations with clarity and focus.Flexibility to handle incidents outside standard working hours.Italian speakerWe offer:Full Remote or hybrid working in our offices: Milan, Turin, Padua, Bologna, Catania and Rende;Real work life balance;Training monthly budget (time and money);Support of a buddy in the first week of work;Benefits and corporate welfare programmes: company prizes and welcome pack with all the equipment you need to work;Agile Nomads Experience: opportunity to work for 2 weeks abroad;Referral bonus, if you bring people as talented as you;The opportunity to attend one conference per year;A company rated 4.8 out of 5 for employee satisfaction on Glassdoor and certified as a Great Place to Work;Inclusive environment where you can be who you really are;Stimulating environment oriented to growth, both professional and personal.How we work:We don't like hierarchies: we work as a team;We don't like bureaucracies, we prefer sense of responsibility;We like data, certainly, so anything that is measurable;We want to make a positive change in our industry;Empathy, humility, collaboration, and willingness to challenge ourselves are the basis of our work.Please note:Only candidates based in European time zones (CEST or similar) will be considered for this position.#J-*****-Ljbffr