Senior Service Delivery Manager Milano

Senior Service Delivery Manager
Milano
Lombardia, Milano

Da remoto: Remoto Senior Service Delivery Manager As a Senior Service Delivery Manager , you will be responsible for providing proactive service management, commercial support, and governance to ensure the delivery of high-quality, standardized, and consistent services across the Getronics portfolio. Your role will involve close collaboration with technical delivery and operations teams, third-party partners, and client stakeholders. Key objectives include ownership of customer P&L and satisfaction, driving service improvements, upselling and expanding business opportunities, and acting as a trusted technical advisor—particularly in cloud solutions, security, and workspace services. Responsibilities Own the customer profit and loss and focus on improving overall gross margin. Act as the primary point of contact for client service escalations, ensuring positive customer experiences and consistent delivery outcomes. Identify and pursue opportunities to expand existing services, working closely with sales and bid teams to develop proposals. Oversee SLA achievement and continuous improvement initiatives; create and deliver regular service reports. Serve as an escalation point for incident management, ensuring timely resolution and communication with stakeholders. Coordinate across internal and partner teams to meet service commitments, including guiding and supporting small-scale project expansions. Oversee service billing and support the finance teams in effective cash collection processes. Ensure that contract scope commitments are met, properly documented, and change-controlled as needed. Provide advice on Getronics' solutions (with a focus on cloud, security, and workspace services) to help clients optimize their technology investments. Manage relationships with external providers to ensure seamless service integration for client solutions. Qualifications Minimum 3–5 years in an IT Service Delivery or Service Management role; experience with large enterprise clients is a strong plus. Prior experience in cloud (Private/VMware, Azure, or AWS), Office 365, and security services. ITIL certification strongly preferred. Project Management certifications (Prince2, PMI, etc. ) are a plus. Proven operational management: measuring and reporting on performance, proactive issue resolution, and effective escalation handling. Strong commercial acumen with a track record of upselling and business expansion. Excellent influencing, negotiation, and problem-solving abilities in a matrixed or global environment. People management and third-party vendor management experience. Exceptional customer-facing and stakeholder engagement skills. Financial understanding of budgets, forecasting, and P&L management. Full professional fluency in Italian (written and spoken). Fluent in English (written and spoken). Contract : Unlimited contract (CCNL – Telecomunicazioni) at 5° level (Impiegato) with a 6-month trial period. Hybrid — combination of customer office, Getronics office, and remote work. Working Hours : 40 hours per week, Monday–Friday. Healthcare : Company-provided health coverage. Start Date : As soon as possible (to be agreed upon). Why Join Us? You'll have direct responsibility for the success and satisfaction of key enterprise clients, shaping how services are delivered and improved. Work with diverse technologies (cloud, security, workspace) and deepen your expertise through collaboration with skilled internal teams and partners. Leverage your commercial acumen to expand client accounts and enhance your strategic leadership capabilities. Engage with global teams and stakeholders, forging valuable relationships across multiple regions and specializations. Ready to Apply? If you are an experienced service delivery professional with a passion for delivering exceptional client outcomes and driving business expansion, we'd love to hear from you. Getronics is an equal opportunity employer. We welcome and encourage diversity in the workplace and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. J-18808-Ljbffr