Junior IT Service Manager: Supply Chain Solutions

Reply; L'Aquila; On-site; EUR 32,000 - 52,000; Full time

Job summary

Reply is seeking a Junior IT Service Manager to be the primary client interface for Logistics Reply’s supply chain solutions. You will handle escalations, produce incident reports, and lead service review meetings with clients and suppliers.

You will monitor AMS contract performance and support renewals, while overseeing first- and second-level teams to ensure SLAs are met. The role emphasizes data-driven improvements and a customer-first mindset in an ITIL-aligned environment.

Qualifications

• Excellent academic track record in STEM subjects or Management Engineering.
• ITIL certifications or strong familiarity with ITIL frameworks preferred.
• Experience in challenging contexts is a plus.

Responsibilities

• Serve as the main point of contact for clients to ensure a high-quality support experience.
• Manage escalations and compile incident reports using Jira Service Management.
• Organize and lead Service Review meetings with clients and suppliers.
• Monitor contract performance and support renewals based on data.
• Oversee first- and second-level support teams to meet SLAs.
• Collaborate on internal initiatives to improve service and operations.
• Work in an ITIL-aligned environment with emphasis on ownership and structure.
• Use data and KPIs to drive decisions and negotiations.

Skills

Strong communication

Relationship-building

Data-driven decisions

Customer-first mindset

Education

STEM or Management Engineering degree

Tools

Jira Service Management

Jira

Confluence

Job description

Reply is seeking a Junior IT Service Manager to be the primary client interface for Logistics Reply’s supply chain solutions. You will handle escalations, produce incident reports, and lead service review meetings with clients and suppliers.

You will monitor AMS contract performance and support renewals, while overseeing first- and second-level teams to ensure SLAs are met. The role emphasizes data-driven improvements and a customer-first mindset in an ITIL-aligned environment.