Tech Service Manager Milano

Tech Service Manager
Milano
Lombardia, Milano

The Tech Service Manager has technical knowledge to understand the service.

(S)He, once the outsourcing contract has been signed on behalf of the Contract/Service Owner, manages the service providers, carrying out the foreseen monitoring activities on the performance of the suppliers and the identification, management and reporting of potential problems (Sourcing Lifecycle).

Moreover, (s)he supports the Service Owner and the Sourcing Team during the Sourcing & Transition Phase (Phase In).

**Key Responsibilities**:

- Phase-In

- Define the Sourcing Classification of a service to be outsourced

- Define the RCSA Intake and the relevant documentations and (s)he is responsible of their sign off

- Define, together with the Delivery and Sourcing Leads, the Transition Plan

- Define, supported by the Sourcing Team, the Statement of Services, Statement of Work and the Charging documentations

- Service Lifecycle

- Plans initial meetings with supplier to ensure that both parties understand (the importance) of the service and the related KPI's/metrics

- Evaluate the current Services provided, based on SLAs and KPIs defined in the contract

- Monitors critical service issues and performance trends as escalated to the specific governance levels

- Maintain relationships with Supplier Service Manager and improve response and delivery times

- Through governance, resolve any service problems and complaints

- Organize and conduct the Service & Performance Status Meeting (at least monthly)

- Support in the Organization of the Service Review Meeting and the Steering Committee Meeting

- Be the SPOC for Contract Owners and Service Management Champions for any service issues and risks

- Participate in the Contract Renewal activities with Procurement & Sourcing, proving early advice on work order termination

- Collaborates with the Sourcing Team on specific topic like Demand/FTEs/New requests

- Ensure overall contract cost are in line with agreements

- Contact person for Procurement, together with the Sourcing Team, for more strategic aspects of the contract

**Requirements**:

- University degree, a plus in Information/Computer Technology

- 5+ years' experience within service management in Tech departments within complex and international environment (Financial services is a plus)

- Strong knowledge of IT service management methodologies and framework - ITIL certification is a plus

- Proven ability in negotiation and contract management

- Proficient in English is mandatory (written and spoken)

- Mastery of MS Office (especially Excel and PowerPoint)

**Soft skills

- Sense of ownership and pride in your performance and its impact on company's success

- Critical thinker and problem-solving skills

- Team player

- Good time-management skills

- Great communication, interpersonal and networking skills

**Duration**:Permanent

**Work location**: Milan