Junior Digital Service Manager - Supply Chain Solutions

Reply; Piemonte; Presencial; EUR 40 000 - 60 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Jira

Confluence

ITIL

Data-driven decision making

Client relationship management

Communication

Stakeholder management

Formação académica

Engineering or STEM degree

Ferramentas

Jira Service Management

Atlassian Suite

Descrição da oferta de emprego

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

Junior Digital Service Manager - Supply Chain Solutions • cuneo, piemonte, it