Client-Facing IT Service Manager – Logistics

Reply; Piemonte; On-site; EUR 40,000 - 60,000; Full time

Job summary

Reply in Italy is seeking a Junior IT Service Manager to be the main client interface for Logistics Reply’s supply chain solutions, handling escalations, producing incident reports, and leading service-review meetings with clients and suppliers.

You will monitor AMS contract performance, support renewals based on data, and oversee first- and second-level support teams to ensure SLA adherence in an ITIL-aligned environment.

Qualifications

• Main client interface ensuring high-quality logistics IT support.
• Experience handling escalations and incident reports.
• Ability to use data and KPIs to drive decisions.
• ITIL knowledge or certifications preferred.
• Strong communication and relationship-building skills.

Responsibilities

• Serve as the main point of contact for clients to ensure a consistent, high-quality support experience.
• Manage escalations and compile clear incident reports using Jira Service Management.
• Organize and lead service review meetings with clients and suppliers.
• Monitor contract performance and support renewals with data-driven insights.
• Oversee first- and second-level support teams to meet SLAs and improve operations.
• Collaborate on internal initiatives to improve service delivery and customer engagement.

Skills

Jira

Confluence

ITIL

Data-driven decision making

Client relationship management

Communication

Stakeholder management

Education

Engineering or STEM degree

Tools

Jira Service Management

Atlassian Suite

Job description

Reply in Italy is seeking a Junior IT Service Manager to be the main client interface for Logistics Reply’s supply chain solutions, handling escalations, producing incident reports, and leading service-review meetings with clients and suppliers.

You will monitor AMS contract performance, support renewals based on data, and oversee first- and second-level support teams to ensure SLA adherence in an ITIL-aligned environment.