IT Service Quality Manager

The candidate will be part of the Global Command Center (GCC) Quality Management 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. Experience in Major Incident coordination or Crisis management would be a plus

• 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 and PowerPoint deck for C-level

• 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

Essere Partner di Vita è la nostra ambizione: ogni giorno vogliamo essere al fianco dei nostri clienti prendendoci cura delle loro vite e dei loro sogni. Questo per noi è Più di un Lavoro.

Siamo parte di un importante Gruppo internazionale con oltre 82 mila persone in tutto il mondo e più di 68 milioni di clienti. Siamo tra i principali player globali del settore assicurativo: l’innovazione e la sostenibilità sono nel nostro DNA. Generali Italia è l’assicuratore più conosciuto in Italia con oltre €28 miliardi di premi totali, 15 mila dipendenti e una rete capillare di 40 mila distributori, oltre ai canali online e di bancassurance. A Generali Italia fanno capo Alleanza Assicurazioni, Das, Genertel e Genertellife, Generali Welion, Generali Jeniot e Leone Alato, oltre alle attività della Business Unit Cattolica.

Il Gruppo Generali offre delle interessanti opportunità di arricchimento professionale in un contesto lavorativo caratterizzato da:

Cultura aziendale solida e aperta, modi di lavorare innovativi, formazione e affiancamento a supporto di un inserimento efficace Ambiente di lavoro inclusivo in cui ognuno si sente accolto, libero di esprimere al meglio la propria identità, le proprie idee e le proprie capacità: perché siamo Più che diverse, Persone Uniche Qualità dei processi e iniziative per le nostre persone, che ci distinguono come Top Employer.