Junior Digital Service Manager - Supply Chain Solutions

Reply; L'Aquila; On-site; EUR 32,000 - 52,000; Full time

Job summary

Reply is seeking a Junior IT Service Manager to be the primary client interface for Logistics Reply’s supply chain solutions. You will handle escalations, produce incident reports, and lead service review meetings with clients and suppliers.

You will monitor AMS contract performance and support renewals, while overseeing first- and second-level teams to ensure SLAs are met. The role emphasizes data-driven improvements and a customer-first mindset in an ITIL-aligned environment.

Qualifications

• Excellent academic track record in STEM subjects or Management Engineering.
• ITIL certifications or strong familiarity with ITIL frameworks preferred.
• Experience in challenging contexts is a plus.

Responsibilities

• Serve as the main point of contact for clients to ensure a high-quality support experience.
• Manage escalations and compile incident reports using Jira Service Management.
• Organize and lead Service Review meetings with clients and suppliers.
• Monitor contract performance and support renewals based on data.
• Oversee first- and second-level support teams to meet SLAs.
• Collaborate on internal initiatives to improve service and operations.
• Work in an ITIL-aligned environment with emphasis on ownership and structure.
• Use data and KPIs to drive decisions and negotiations.

Skills

Strong communication

Relationship-building

Data-driven decisions

Customer-first mindset

Education

STEM or Management Engineering degree

Tools

Jira Service Management

Jira

Confluence

Job description

As a Junior IT Service Manager, you act as the main client interface to ensure high-quality support for Logistics Reply’s supply chain solutions. You will handle escalations, produce actionable incident reports, and lead service review meetings with clients and suppliers. You’ll monitor contract performance and help optimize value-added services and renewals based on data. You’ll oversee support teams to meet SLAs and contribute to service improvement initiatives in a dynamic ITIL-aligned environment. This role offers broad visibility across clients and tech, with a strong focus on customer success and transformation in logistics technology.

• 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 AMS contract performance, identify enhancements, and support renewals based on data
• Oversee first- and second-level support teams ensuring SLA adherence
• Collaborate on internal initiatives to improve service, client engagement, and operations
• Work in a ITIL-aligned environment emphasizing ownership, structure, and innovation
• Strong communication and relationship-building skills with a customer-first mindset
• Ability to use data and KPIs to drive decisions and support negotiations
• Excellent academic track record in STEM subjects or Management Engineering
• Experience in challenging contexts is a plus
• ITIL certifications or strong familiarity with ITIL frameworks are a plus
• Experience in Supply Chain or Industry 4.0 solutions is a plus
• Working knowledge of Atlassian tools, especially Jira and Confluence is a plus
• strong communication
• relationship-building
• Jira
• Confluence