Junior IT Service Manager — Logistics Customer Success

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

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.