It Service Quality Manager
7 giorni fa
IT Service Quality Manager Join to apply for the IT Service Quality Manager role at GeneraliThe candidate will be part of the Global Command Center (GCC) Quality Management team, within the GOSP Infrastructure Operation division, with the ownership of:Defining, monitoring and optimizing the IT Service Management processes, including definition and deploy of the related internal training and communication planIdentifying, launching and coordinating quality improvement initiatives, including AIOpsManaging GCC communication and reporting towards GOSP C-Levels, building effective presentationsIdeal CandidateA proactive, autonomous and driving approachAn extensive experience in IT Operation Service Management with a large knowledge of the related IT Service Management practices, specifically as Incident Coordinator and Problem Owner.Experience in Major Incident coordination or Crisis management would be a plusAn IT Technical Operation and development backgroundA strong attitude to define fact-based improvements, both on processes and technologiesThe ability to define and implement reports, to define and monitor KPIs and to identify the needed improvementsMultiyear experience in managing projectsMain ActivitiesProcess analysis, design and reporting:Analyze, define, document and deploy process rules, procedures, KPIs (efficacy, efficiency, quality of execution) on IT Service Management processesDesign and implement reports (KPIs volumes and trends, ...) and dashboards (on-line/off-line)Build effective presentations' decks for GOSP C-level LeadershipAnalyze and document data and KPIs trends, defining the needed corrective actions, eventually identifying AIOps requirementsDevelop business cases for the identified corrective actions and initiate related projects, as neededDefine, manage and maintain the improvements' action plans with all the stakeholders involved, eventually escalating activities to the appropriate leadership levelsCommunication management:Define and maintain the GCC communication plan, regarding GCC department updates impacting other stakeholdersDefine and deploy internal training and awareness session as part of GCC communication plan or as part of the identified improvement actions involving other stakeholdersRequirementsOutstanding communication and presentation skillsExpert in IT Service Management and Project ManagementExpert in creating reporting and PowerPoint deck for C-levelProficient in data reporting implementation and data analysis toolsProficient in productivity and collaboration toolsVery good knowledge of IT systems and networks architectures and operationAvailable to work in remote with colleagues distributed across EuropeCompany ProfileGenerali 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 6 branches across Europe and employs about ***** people.Seniority level: AssociateEmployment type: Full-timeJob function: Information TechnologyIndustries: InsuranceLocation: Milan, Lombardy, Italy#J-*****-Ljbffr
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