Junior Digital Service Manager - Supply Chain Solutions

Reply; La Spezia; On-site; EUR 32,000 - 46,000; Full time

Job summary

Reply is seeking a Junior IT Service Manager to act as the primary client interface, ensuring high-quality support for Logistics Reply’s supply chain solutions. You will handle escalations, generate incident reports, and lead service review meetings with clients and suppliers.

You will monitor contract performance, optimize value-added services and renewals, and oversee first- and second-level support to ensure SLA adherence within an ITIL-aligned environment focused on logistics technology.

Qualifications

• Experience in IT service management or similar
• Strong communication and relationship-building skills
• ITIL certifications or strong familiarity with ITIL frameworks
• Experience in Supply Chain or Industry 4.0 solutions is a plus
• Experience in leading escalations and service review meetings

Responsibilities

• Act as the main client interface to ensure high-quality support
• Handle escalations and produce actionable incident reports
• Organize and lead Service Review meetings with clients and suppliers
• Monitor contract performance and support renewals and value-added services
• Oversee first- and second-level support teams to meet SLAs
• Collaborate on internal initiatives to improve service, client engagement, and operations

Skills

Client relationships

Jira

Confluence

Incident management

SLA management

Data-driven decisions

ITIL knowledge

Communication

Stakeholder management

Leadership

Education

STEM or Management Engineering degree

Tools

Jira

Confluence

Jira Service Management

ITIL frameworks

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