Service Manager

Join to apply for the Service Manager role at Agile LabAgile 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 opportunityWe 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.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.Salary: €37k – €50kResponsibilitiesOrganisational management of release activities – coordinate operational activities and oversee release processes across accounting, transactions, banking products, and user data, ensuring proper planning, tracking and execution.Escalation handling and cross-functional coordination – serve as the primary point of contact for operational and technical escalations and engage development, infrastructure, product and compliance teams to resolve issues promptly.Shift planning and internal coordination – manage the team's shift schedules, ensuring full coverage, proper rotation and continuity of service, and guarantee clear, structured handovers.Incident workflow management – supervise the full incident management lifecycle – detection, classification, communication and resolution – working closely with the Incident Manager and technical teams to minimise impacts on core services.Service metrics monitoring and impact assessment – monitor key service metrics (SLA, response times, transaction volumes, error rates, availability) to evaluate system performance and communicate impacts, severity and priorities clearly to stakeholders.Operational communication control – ensure 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 processes – review processes, KPIs and post-incident analyses to identify improvement opportunities and contribute to the evolution of procedures, tools and documentation.Requirements3–5+ 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 a 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 speaker.Benefits and working conditionsFull remote or hybrid working in our offices: Milan, Turin, Padua, Bologna, Catania and Rende.Real work-life balance.Monthly training budget.Buddy support in the first week of work.Corporate welfare programmes and a welcome pack with all the equipment you need.Agile Nomads experience: opportunity to work abroad for 2 weeks.Referral bonus for bringing in talented people.Opportunity to attend one conference per year.Company rating 4.8/5 on Glassdoor and certified as a Great Place to Work.Inclusive environment where you can be who you really are.Stimulating growth-oriented environment, both professionally and personally.How we workWe don't like hierarchies – we work as a team.We avoid bureaucracies and prefer a sense of responsibility.We love data, especially when it is measurable.We want to make a positive change in our industry.Empathy, humility, collaboration and a willingness to challenge ourselves are the foundation of our work.Important informationOnly candidates based in European time zones (CEST or similar) will be considered for this position.Seniority level: Mid-Senior levelEmployment type: Full-timeJob function: Other – Software DevelopmentReferrals increase your chances of interviewing at Agile Lab by 2x.#J-*****-Ljbffr