Service Delivery Specialist

Trueblue is a tech company that develops CRM solutions, ready-to-use BI and AI tools dedicated to the pharma industry. Well-established in Italy and ready to expand across Europe, we work every day to revolutionize how companies manage sales, marketing, events, and relationships with pharmacies. We operate in a fully digital B2B environment where Artificial Intelligence isn’t just a trend — it’s an integral part of our daily work.

The Role

We are looking for a Service Delivery Specialist to cover a maternity leave replacement, with concrete opportunities for a long-term position at the end of the assignment. You will join our Service Delivery area, ensuring high-quality service for our clients. You will play a key role in monitoring service performance, managing client relationships, and making sure our solutions effectively meet their needs.

Key Responsibilities

• Take charge of tickets assigned by colleagues or submitted directly by clients, when required by SLAs or specific contractual agreements.
• Perform functional and application analysis of requests, interpreting the client’s context, the involved processes, and the potential impacts.
• Manage tickets autonomously within Incident Management and Request Fulfillment, with the ability to resolve medium-complexity issues.
• Interact directly with clients to gather additional information, provide status updates, and share the final resolution.
• Collaborate with other internal teams for the escalation of complex issues, change requests, or recurring anomalies.
• Use company IT tools (ticketing system, client portal, email, knowledge base) in compliance with internal policies and traceability standards.
• Review and update internal knowledge base articles to improve first-contact resolution (first-time fix).
• Participate in training sessions on company processes, product functional updates, SLAs, and contractual KPIs.
• Actively contribute to achieving assigned performance indicators (e.g., SLA compliance, average response time, etc.).

Requirements

• Experience in client service roles, ideally within the IT sector.
• Understanding of support service processes and service delivery models.
• Strong communication and interpersonal skills.
• Problem-solving attitude and customer-focused mindset.
• Ability to manage multiple priorities in a dynamic environment.
• Professional knowledge of English language.
• Knowledge of a second language is considered a strong plus.
• Familiarity with service management tools.
• Ability to work independently and as part of a team.

Nice to Have

• Previous experience in IT or tech-driven companies.
• Ability to identify and implement process improvements.

What We Offer

• Competitive salary and benefits package.
• Training on our proprietary solutions and continuous professional development.
• A dynamic, collaborative, and innovative work environment.
• Career growth opportunities within the support team or across other areas of the company.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• IT Services and IT Consulting