Junior IT Service Manager: Logistics & Customer Success

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

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer focus

Communication

Relationship building

Data-driven decisions

SLA management

Education

STEM or Management Engineering

Tools

Jira

Confluence

Job description

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.