Service Manager Milano

Service Manager
Milano
Lombardia, Milano

Part of the TXT Group since 2019, Assioma. net is an Italian company with thirty years of experience, specialized in the solution, analysis and prevention of problems related to software quality for the Banking & Finance sector.

Assioma. net is based in Milan, Turin and Bari.

**Service Manager**:

Assioma. net, a company belonging to the FinTech branch of TXT Group, leader in Italy in the world of Consulting and System Integration, is looking for a Service Manager to be included in our staff.

The resource will be the main contact person (SPOC) on the customer, which requires experience in managing customers for projects and services in the field of QA and software lifecycle, including any support to Presales activities.

**Key Responsibilities**:

Manage the performance of the contractual SLAs (Service Level Agreement), KPIs (Key Performance Indicators) and metrics, to ensure compliance with the Service Levels agreed with the Customer through the construction and maintenance of useful reporting in dealings with the Customer and to monitor the marginality provided by the Contract;

Monitor the functioning of the Service by identifying events and inefficiencies that impact on the efficiency and effectiveness of the Service itself;

Monitor the operation of the Service by identifying events and inefficiencies that impact the efficiency and effectiveness of the Service;

Manage and supervise the Service Team in the execution of ordinary and extraordinary activities;

Analyze and prioritize tasks in progress or needs expressed by the customer;

Propose improvements to Processes (internal or Customer) in order to achieve and improve operational objectives and ensure Service Levels are maintained;

Develop and maintain Problem Management and Service Improvement plan.

**Required Knowledge**:

Knowledge of KPIs and metrics with expertize on dashboarding for SLA and OLA control, focus on Service Improvement, Problem Solving and Service Level compliance;

Strong predisposition for Service Team management, focus on individual growth and empowerment of individual Service Team members.

**Technical Skills Needed**:

Quality Assurance and Testing Processes;

Service management processes and procedures;

Basic knowledge of information systems architectures.

**Working Tools**:

MS Project (or equivalent);

TMS and Butracker;

Project Management Tools;

Extensive knowledge of Excel and PowerPoint;

Team Working tools.

**Required education**: Bachelor's or Master's degree in Science, Engineering or equivalent.

The ideal profile has at least 3-4 years of experience in the role; has excellent interpersonal and communication skills, leadership and strategic thinking, is goal focused with resistance to stress and problem solving; and has experience in risk assessment and management and planning skills.

A good knowledge of English is required (at least B1).

We offer a contract commensurate with the experience and the opportunity to experiment in an international context.

LI-Hybrid

ASSIOMA