{"id":2152498,"url":"https://alion.io/job/generali-it-service-quality-manager","title":"IT Service Quality Manager","company":{"id":1773319,"name":"Generali","domain":"generali.com","url":"https://alion.io/company/generali-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Go Generali","truth_index":{"grade":"A","score":88,"open_postings":162,"ghost_share":0.123,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":95,"computed_at":"2026-11-15T07:52:55Z"}},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Milan, Italy"],"countries":["IT"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":50000,"max":60000,"currency":"EUR","period":"year","gross":true,"usd_annual":67197},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AIOps","optional":false}],"status":"live","first_seen_at":"2026-07-10T12:00:58Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-11-15T08:59:56Z","board_verified":true,"closed_at":null,"days_open":128,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":126},"description":"The candidate will be part of the Global Command Center (GCC) Control Room team, within the GOSP Infrastructure Operation division, with the ownership of:\ndefining, monitoring and optimizing the IT Service Management processes, including definition and deploy of the related internal training and communication plan \nidentifying, launching and coordinating quality improvement initiatives, including AIOps \nmanaging GCC communication and reporting towards GOSP C-Levels, building effective presentations \nThe ideal candidate has:\na proactive, autonomous and driving approach \nan 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 \nan experience in Major Incident coordination or Crisis management \nan IT Technical Operation and development background \na strong attitude to define fact-based improvements, both on processes and technologies \nthe ability to define and implement reports, to define and monitor KPIs and to identify the needed improvements \nmultiyear experience in managing projects \nMain activities under the role responsibility are:\n Process analysis, design and reporting:Analyze, define, document and deploy process rules, procedures, KPIs (efficacy, efficiency, quality of execution) on IT Service Management processes. \nDesign and implement reports (KPIs volumes and trends, …) and dashboards (on-line/off-line). \nBuild effective presentations’ decks for GOSP C-level Leadership. \n\nContinuous improvement: Analyze and document data and KPIs trends, defining the needed corrective actions, eventually identifying AIOps requirements. \nDevelop business cases for the identified corrective actions and initiate related projects, as needed. \nDefine, manage and maintain the improvements’ action plans with all the stakeholders involved, eventually escalate activities to the appropriate leadership levels. \nOrganize improvements plan review, document action plans status reporting. \n\n Communication management:Define and maintain the GCC communication plan, regarding GCC department updates impacting other stakeholders. \nDefine and deploy internal training and awareness session as part of GCC communication plan or as part of the identified improvement actions involving other stakeholders.\n\nFluent in English (B2 minimum required) \nOutstanding communication and presentation skills \nExpert in IT Service Management and Project Management \nExpert in creating reporting, mainly using PBI\nExpert in creating PowerPoint deck for C-level \nExperience as Incident coordinator in Major incident coordination \nProficient in data reporting implementation and data analysis tools \nProficient in productivity and collaboration tools \nVery good knowledge of IT systems and networks architectures and operation \nAvailable to work in remote with colleagues distributed across Europe \nAvailable to support on-call duties \nWhat we Offer:\nWe 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.\nGross 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.\nWe also offer\nSmart working and flexible hours\nCorporate welfare system\nMeal vouchers\nSupplementary health insurance and discounted insurance policies\nWell-being initiatives\nTraining and development\nStructured continuous learning paths (technical and managerial)\nCareer development programs within the Group\nAccess to learning platforms and internal mobility opportunities, including international\nWhy Choose Generali\nJoining 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.\nWe 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.\nAt 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.\nWorking with us means sharing strong values and taking on meaningful challenges together to build a safer and more sustainable future every day.\nAs 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.\nGenerali Operations Service Platform S.r.l","description_format":"text","description_chars":4973,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Continuous learning","Equity","Health insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Spa & Massage"],"lifecycle":[{"event":"open","at":"2026-10-09T05:51:20Z"}],"visa":[],"liveness":{"score":35,"band":"fade","label":"Fading","p_open":1,"p_active":0.799,"p_room":0.44,"age_days":127,"expected_fill_days":95,"reasons":["conf:5","velocity","win:tail","crowd:brand"],"computed_at":"2026-11-15T07:52:55Z"},"pay":{"stated_usd_annual":67197,"is_top_pay":false},"html_url":"https://alion.io/job/generali-it-service-quality-manager","json_url":"https://alion.io/job/generali-it-service-quality-manager.json","meta":{"generated_at":"2026-11-15T14:48:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6294,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1773319},"rest":"https://alion.io/mcp/rest/get_company?id=1773319"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgenerali-it-service-quality-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgenerali-it-service-quality-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgenerali-it-service-quality-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/generali-it-service-quality-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgenerali-it-service-quality-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2152498}},{"tool":"search_jobs","arguments":{"company":"generali.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2152498},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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