IT Service Quality Manager

The candidate will be part of the Global Command Center (GCC) Control Room team, within the GOSP Infrastructure Operation division, with the ownership of:

• defining, monitoring and optimizing the IT Service Management processes, including definition and deploy of the related internal training and communication plan
• identifying, launching and coordinating quality improvement initiatives, including AIOps
• managing GCC communication and reporting towards GOSP C-Levels, building effective presentations

The ideal candidate has:

• a proactive, autonomous and driving approach
• an extensive experience in IT Operation Service Management with a large knowledge of the related IT Service Management practices, specifically as Incident Coordinator and Problem Owner
• an experience in Major Incident coordination or Crisis management
• an IT Technical Operation and development background
• a strong attitude to define fact-based improvements, both on processes and technologies
• the ability to define and implement reports, to define and monitor KPIs and to identify the needed improvements
• multiyear experience in managing projects

Main activities under the role responsibility are:

• Process analysis, design and reporting:
  • Analyze, define, document and deploy process rules, procedures, KPIs (efficacy, efficiency, quality of execution) on IT Service Management processes.
  • Design and implement reports (KPIs volumes and trends, …) and dashboards (on-line/off-line).
  • Build effective presentations’ decks for GOSP C-level Leadership.
• Continuous improvement:
  • Analyze and document data and KPIs trends, defining the needed corrective actions, eventually identifying AIOps requirements.
  • Develop business cases for the identified corrective actions and initiate related projects, as needed.
  • Define, manage and maintain the improvements’ action plans with all the stakeholders involved, eventually escalate activities to the appropriate leadership levels.
  • Organize improvements plan review, document action plans status reporting.
• Communication management:
  • Define and maintain the GCC communication plan, regarding GCC department updates impacting other stakeholders.
  • Define and deploy internal training and awareness session as part of GCC communication plan or as part of the identified improvement actions involving other stakeholders.

• Fluent in English (B2 minimum required)
• Outstanding communication and presentation skills
• Expert in IT Service Management and Project Management
• Expert in creating reporting, mainly using PBI
• Expert in creating PowerPoint deck for C-level
• Experience as Incident coordinator in Major incident coordination
• Proficient in data reporting implementation and data analysis tools
• Proficient in productivity and collaboration tools
• Very good knowledge of IT systems and networks architectures and operation
• Available to work in remote with colleagues distributed across Europe
• Available to support on-call duties

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
• 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

Why Choose 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.

Generali Operations Service Platform S.r.l