Technical Service Operations Manager

Generali; Milano; Ibrido; EUR 50.000 - 60.000; Tempo pieno

Vantaggi offerti da questo lavoro

Smart working

Flexible hours

Corporate welfare

Health insurance

Insurance discounts

Training and development

Learning paths and mobility

International opportunities

Descrizione del lavoro

Generali Operations Service Platform (GOSP) seeks a Technical Service Operations Manager to join Generali Core Tech’s Platform Operations team. The role focuses on leading HD2 incident management, coordinating cross-country operations, and driving continuous service improvement through automation, monitoring, and governance with suppliers and internal teams.

You will mentor multi-country teams, ensure SLAs, manage major incidents, and contribute to release readiness and reporting in a fast-paced

Competenze

• Requires 5+ years in IT Operations, Production Support, Incident Management or Service Management.
• ITIL v4 knowledge; ITIL certification appreciated.
• Experience with ServiceNow and monitoring/observability tools.
• Ability to analyze logs and troubleshoot complex issues.
• Knowledge of cloud-based and hybrid infrastructures.

Mansioni

• Act as operational lead for HD2 support across IIAB countries.
• Coordinate daily incident management to ensure service continuity and SLAs.
• Serve as primary escalation point for high-priority incidents and disruptions.
• Coordinate troubleshooting across help desk, monitoring, HD3, and external vendors.
• Ensure incidents are prioritized, tracked, and resolved within targets.
• Lead Major Incident coordination and communicate with stakeholders.

Conoscenze

IT operations

Incident management

Problem management

Stakeholder management

Multinational experience

Analytical thinking

Communication

Formazione

Bachelor's or Master's in IT/CS/Engineering

Strumenti

ServiceNow

Datadog

Dynatrace

Splunk

Descrizione del lavoro

Generali Operations Service Platform (GOSP) is looking for a Technical Service Operations Manager to join Generali Core Tech’s Platform Operations team.

Key responsibilities of the role will include:

• Act as the operational lead for HD2 support activities across all countries within the IIAB Program.
• Coordinate daily incident management activities ensuring service continuity and compliance with agreed SLAs.
• Act as the primary operational escalation point for high-priority incidents and service disruptions.
• Coordinate troubleshooting activities involving help desk 2 teams, Monitoring teams, HD3 application teams, infrastructure teams and external vendors.
• Ensure incidents are correctly prioritized, assigned, tracked and resolved within service targets.
• Lead Major Incident operational coordination and ensure timely communication towards business and IT stakeholders.
• Support Problem Management processes, including Root Cause Analysis and corrective action tracking.
• Monitor incident backlog, recurring issues and service performance indicators.
• Lead operational governance meetings with countries, suppliers and technical teams.
• Produce service reports and dashboards highlighting incident trends, major issues, risks and improvement opportunities.
• Support release and deployment activities from an operational readiness perspective.
• Drive Continuous Service Improvement initiatives focused on automation, monitoring efficiency and operational excellence.
• Collaborate with Service Managers, Quality Assurance, Release Management and Delivery teams to ensure end-to-end service stability.
• Ensure contractual service commitments and operational quality targets are achieved by suppliers.

Requirements

• Bachelor's or Master's Degree in Information Technology, Computer Science, Engineering or related disciplines.
• 5+ years of experience in IT Operations, Production Support, Incident Management or Service Management.
• Strong knowledge of ITIL processes, especially Incident, Problem and Service Management processes (ITIL v4 Certification is highly appreciated)
• Experience with ServiceNow.
• Knowledge of monitoring and observability tools, such as Datadog, Dynatrace or Splunk.
• Ability to analyze logs and troubleshoot application and integration issues.
• Understanding of cloud-based and hybrid infrastructures.
• Knowledge of APIs, middleware and event-driven architectures.
• Kafka knowledge is considered a strong advantage.
• Familiarity with SLA, KPI and operational reporting frameworks.
• Strong analytical and problem-solving capabilities.
• Proven experience working within complex and multi-country IT environments.
• Experience managing critical incidents and production support activities.
• Proven experience coordinating cross-functional teams, suppliers and external vendors.

Soft Skills:

• Ability to work under pressure and manage critical situations.
• Excellent communication and stakeholder management skills.
• Customer and service-oriented mindset.
• Strong ownership and accountability.
• Ability to work effectively in multicultural and distributed teams.
• Proactive attitude and continuous improvement mindset.
• Knowledge of insurance or financial services environments is considered a plus.

What we offer

We offer employment at the VI level with the relevant salary, in accordance with the CCNL ANIA for non-executive employees and the Generali Group Company Agreement.

Gross annual salary ranging between 50K€ and 60K€. The final offer will be aligned with the candidate’s professional experience, technical and soft skills relevant to the role, and may include an individual variable component.

We also offer:

• Smart working and flexible hours
• Corporate welfare system
• Supplementary health insurance and discounted insurance policies
• Training and development
• Structured continuous learning paths (technical and managerial)
• Career development programs within the Group
• Access to learning platforms and internal mobility opportunities, including international

Why Join Generali

Joining Generali means becoming part of an international Group with a strong heritage and a forward-looking vision, where people are at the center of our sustainable growth strategy.

We foster a responsible, inclusive, and innovation-driven work environment, where everyone can contribute to creating value for customers, society, and the communities in which we operate. We believe that diversity, equity and inclusion are essential to building a stronger culture and driving sustainable growth.

At Generali, you will find opportunities to grow through continuous learning, career development paths, and internal mobility across the Group. We recognize talent and merit, and support flexibility as a key enabler of well-being and a sustainable work-life balance.

Working with us means sharing strong values and taking on meaningful challenges together to build a safer and more sustainable future every day.

As an Equal Opportunity Employer, Generali evaluates all applications based exclusively on objective and gender-neutral criteria, including skills, experience and potential, ensuring fairness and transparency throughout the selection process.

Company Profile

Generali is a leading global insurance and asset management group, founded in 1831 and headquartered in Trieste, Italy. Operating in over 50 countries and serving more than 70 million customers, Generali is recognized among the world’s top insurers. With a strong focus on innovation, sustainability, and digital transformation, Generali positions itself as a 'Lifetime Partner'—delivering tailored, long-term support to clients across life stages and business needs.

As part of its transformation journey, Generali launched Generali Core Tech a new Group software factory.

Generali Core Tech will focus on managing and further developing Insurance in a Box (IIAB), the centralized and shared platform for Life and P&C businesses, with the goal of expanding the implementation of the program—already active in Spain and Switzerland and currently being extended to Portugal, Hungary, Slovenia, and Croatia. Since its launch, IIAB has played a key role in strengthening the Group’s technological agility and in generating economies of scale and scope across the entire insurance value chain.

The initial scope of the project will cover approximately 15 million policies at Group level.