Technical Service Operations Manager

Generali Operations Service Platform (GOSP) is looking for a Technical Service Operations Manager to join Generali Core Tech’s Platform Operations team.

Key responsibilities of the role will include:

• Act as the operational lead for HD2 support activities across all countries within the IIAB Program.
• Coordinate daily incident management activities ensuring service continuity and compliance with agreed SLAs.
• Act as the primary operational escalation point for high-priority incidents and service disruptions.
• Coordinate troubleshooting activities involving help desk 2 teams, Monitoring teams, HD3 application teams, infrastructure teams and external vendors.
• Ensure incidents are correctly prioritized, assigned, tracked and resolved within service targets.
• Lead Major Incident operational coordination and ensure timely communication towards business and IT stakeholders.
• Support Problem Management processes, including Root Cause Analysis and corrective action tracking.
• Monitor incident backlog, recurring issues and service performance indicators.
• Lead operational governance meetings with countries, suppliers and technical teams.
• Produce service reports and dashboards highlighting incident trends, major issues, risks and improvement opportunities.
• Support release and deployment activities from an operational readiness perspective.
• Drive Continuous Service Improvement initiatives focused on automation, monitoring efficiency and operational excellence.
• Collaborate with Service Managers, Quality Assurance, Release Management and Delivery teams to ensure end-to-end service stability.
• Ensure contractual service commitments and operational quality targets are achieved by suppliers.

Requirements

• Bachelor's or Master's Degree in Information Technology, Computer Science, Engineering or related disciplines.
• 5+ years of experience in IT Operations, Production Support, Incident Management or Service Management.
• Strong knowledge of ITIL processes, especially Incident, Problem and Service Management processes (ITIL v4 Certification is highly appreciated)
• Experience with ServiceNow.
• Knowledge of monitoring and observability tools, such as Datadog, Dynatrace or Splunk.
• Ability to analyze logs and troubleshoot application and integration issues.
• Understanding of cloud-based and hybrid infrastructures.
• Knowledge of APIs, middleware and event-driven architectures.
• Kafka knowledge is considered a strong advantage.
• Familiarity with SLA, KPI and operational reporting frameworks.
• Strong analytical and problem-solving capabilities.
• Proven experience working within complex and multi-country IT environments.
• Experience managing critical incidents and production support activities.
• Proven experience coordinating cross-functional teams, suppliers and external vendors.

Soft Skills:

• Ability to work under pressure and manage critical situations.
• Excellent communication and stakeholder management skills.
• Customer and service-oriented mindset.
• Strong ownership and accountability.
• Ability to work effectively in multicultural and distributed teams.
• Proactive attitude and continuous improvement mindset.
• Knowledge of insurance or financial services environments is considered a plus.

What we offer

We offer employment at the VI level with the relevant salary, in accordance with the CCNL ANIA for non-executive employees and the Generali Group Company Agreement.

Gross annual salary ranging between 50K€ and 60K€. The final offer will be aligned with the candidate’s professional experience, technical and soft skills relevant to the role, and may include an individual variable component.

We also offer:

• Smart working and flexible hours
• Corporate welfare system
• Supplementary health insurance and discounted insurance policies
• Training and development
• Structured continuous learning paths (technical and managerial)
• Career development programs within the Group
• Access to learning platforms and internal mobility opportunities, including international

Why Join Generali

Joining Generali means becoming part of an international Group with a strong heritage and a forward-looking vision, where people are at the center of our sustainable growth strategy.

We foster a responsible, inclusive, and innovation-driven work environment, where everyone can contribute to creating value for customers, society, and the communities in which we operate. We believe that diversity, equity and inclusion are essential to building a stronger culture and driving sustainable growth.

At Generali, you will find opportunities to grow through continuous