Service Manager Milano

Service Manager
Milano
Lombardia, Milano

The Role

We are looking for a passionate and detail-oriented IT Service Manager to join our Cloud Engineering Team

**Key Responsibilities

- defining and implementing all IT processes for operations and services delivery;

- guarantee outstanding service experiences of our customers while optimising effectiveness and productivity;

- manage service contracts within customers;

- regularly meet customers to verify satisfaction metrics and manage account (orders, invoices, new service requests);

- improve and update license for pure license and hosting;

- support to internal teams for drafting the license report and subscription forms;

- oversee service delivery operations and ensuring IT services align with defined SLA (Service Level Agreement) and key performance indicators (KPIs);

- verify periodically the alignment of the hosting price list with the actual PaaS costs;

- track IT process metrics and cost reporting;

- promote and implement FinOps best practices across teams to optimize financial operations and cloud cost management;

- implement Jira boards, workflows and automations for IT service management;

- manage incident reports;

- proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies;

- stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.

- Knowledge of PaaS, SaaS and IaaS distribution models, Business Process Modeling Notation, main cloud resources and their pricing models.

- Knowledge of at least one of the following frameworks/approaches: DevOps, ITIL4 Framework, Lean management.

- Ability to work in a cross-functional team.

- Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders.

- Exceptional problem-solving and decision-making abilities.

- A commitment to delivering outstanding customer service and a passion for exceeding customer expectations.

**We offer

**Hybrid Workplace

We believe in work-life balance and know that smart working is one of the tools to achieve a more human-scale lifestyle. We recognize the value of teamwork, combining smart working with in-presence moments to be able to compare, exchange ideas, and move projects forward. We typically work 50% of our time from the office.

**DE&I

As stated in our Manifesto we reject any form of discrimination and we strive every day to embrace diversity and to guarantee inclusion.

**L&D and perks

- Training path and access to Mia-Platform hub with a vastity of training courses

- Team building and many surprising events

- Ticket restaurants

- Insurance coverage for medical expenses

- Corporate benefits platform with significant discounts on the purchase of different types of services (gyms, travel, technology, etc. )