Junior Digital Service Manager - Supply Chain Solutions

Reply; Toscana; Presencial; EUR 32 000 - 46 000; Tempo integral

Resumo da oferta

Reply is seeking a Junior IT Service Manager to act as the main client interface for logistics solutions, handling escalations, incident reports, and service reviews. You will monitor contract performance, drive data-based improvements, and lead support teams to meet SLAs in an ITIL-aligned environment.

The role emphasizes customer success, cross-functional collaboration, and ongoing service improvement across logistics technology platforms.

Qualificações

• Strong customer-service mindset and client-facing skills.
• Proven ability to manage escalations and deliver incident reports.
• Experience with ITIL processes and service management.
• Experience with data analytics to drive decisions and support negotiations.

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 AMS contract performance 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.

Conhecimentos

Customer focus

Communication

Relationship building

Data-driven decisions

SLA management

Formação académica

STEM or Management Engineering

Ferramentas

Jira

Confluence

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

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