IT Service Manager

Within Program NEXT, we are looking for an IT Service Manager to ensure the stability, performance and continuous improvement of NEXT services, acting as a key interface between Business, IT teams and vendors.

Key responsibilities of the role will include:

• Govern Service, Incident, Problem, Change and Major Incident Management processes.
• Coordinate operational teams and vendors, ensuring timely issue resolution and service continuity.
• Monitor service performance through SLAs, KPIs and service reviews.
• Manage escalations and support continuous service improvement initiatives.
• Drive ServiceNow enhancements and operational process improvements.
• Support budget monitoring and cost optimization for Run and Change activities.
• Collect and consolidate business demands and requirements supporting portfolio management activities.
• Manage supplier relationships, contracts and invoicing processes.
• Support internal and external audits, ensuring compliance with corporate controls and regulatory requirements.
• Monitor remediation plans, corrective actions and process adherence.

Our ideal candidate will meet the following requirements:

• Experience in IT Service Management and operational governance.
• Knowledge of Incident, Problem, Change and Major Incident Management processes.
• Experience with ServiceNow ITSM.
• Experience in vendor and contract management.
• Knowledge of SLA/KPI monitoring and service reporting.
• Experience in budget management and financial tracking.
• Knowledge of audit, compliance and operational risk management processes.
• Understanding of DORA, ITGC controls and corporate governance requirements.
• Familiarity with IFRS17 and IFRS9 environments.
• Strong stakeholder management, communication and problem-solving skills.
• Fluent English, written and spoken.

Soft Skills:

• Experience in Finance Transformation or Regulatory Reporting programs.
• Knowledge of insurance and finance applications.
• Experience in multi-country and multi-entity environments.
• Familiarity with Project Portfolio Management and demand governance processes.
• Experience supporting audits in regulated environments.
• Strong negotiation, coordination and continuous improvement mindset.
• Stakeholder management and clear communication.
• Problem-solving and service-continuity mindset.
• Coordination, negotiation and continuous improvement mindset.

We offer employment at the IV - V 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 40K€ and 50K€ gross per year. 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.

• Smart working and flexible hours
• Corporate welfare system
• Meal vouchers
• Supplementary health insurance and discounted insurance policies
• Well-being initiatives
• 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

Generali Operations Service Platform S.r.l