Service Manager

The role manages SLAs with countries and suppliers, oversees monitoring and problem management, and drives continuous improvement to ensure the stability and performance of all production IT services, leading the central Service Management function across all Countries.

Key Responsibilities

• Act as the single point of accountability for the stability, performance, and availability of all production services, ensuring compliance with GOSP SLAs, KPIs, and organizational standards
• Define, negotiate, and manage SLAs with Countries and Operational Level Agreements (OLAs) with suppliers and internal teams
• Coordinate communication to maintain and escalation management service quality, drive customer satisfaction, and ensure operational excellence
• Lead and oversee team leads for Monitoring, L2 Support, and Incident/Problem Management, ensuring consistency and adherence to best practices in service delivery
• Supervise the proactive monitoring of systems and services to prevent incidents, minimize downtime, and continuously improve system resilience
• Govern ITIL processes to ensure rapid restoration and root cause elimination
• Promote a culture of Continuous Service Improvement (CSI) by leveraging performance data, KPIs, and customer feedback to identify opportunities for optimization and innovation
• Produce comprehensive performance and trend reports for the Head of OPS IT
• Define processes and monitoring KPIs for service management

Requirements

• Master’s degree in Information Technology, Computer Science, Engineering or a related field
• 9-10 years of experience in IT service management and IT Operations or Incident/Problem Management leadership
• Knowledge of ITIL frameworks, Data analysis, Planning, Customer orientation
• Experience in customer service standards, processes SLA and KPI management
• ITIL v4 certification (Managing Professional or Strategic Leader) is highly required
• Understand Experience with ITSM tools (ServiceNow, Jira Service Management) and monitoring platforms (Datadog, Dynatrace)
• Proven experience managing technical teams in a fast-paced, multi-country environment
• Strong understanding of cloud-native architectures, security and regulatory requirements
• Expertise in international project management and in agile project management (PMP, CSM , other certifications will be a plus)

Soft Skills

• Fluent in English and Italian
• Leadership skills and ability to manage diverse (proactive and reactive) teams
• Comfortable in a fast-paced environment
• Strong sense of ownership and accountability
• Strong business acumen and ability to interface with executive management
• Analytical and data-driven approach to decision-making
• Ability to manage priorities in high-pressured environment

Company Profile

Generali is a major player in the global insurance industry – a strategic and highly important sector for the growth, development and welfare of modern societies. Over almost 200 years, we have built a multinational Group that is present in more than 60 countries, with 470 companies and nearly 80,000 employees.

GOSP - Generali Operations Service Platform is a joint-venture between Generali and Accenture and provides IT and Procurement services to Generali Group companies. Our purpose is to accelerate the Group's innovation and digitization strategy through the Cloud and shared platforms. Based in Italy it has 6 branches across Europe and employs about 1,200 people.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Information Technology

Industries

• Insurance