Technical Service Operations Manager

ppGenerali Operations Service Platform (GOSP) is looking for a Technical Service Operations Manager to join Generali Core Tech’s Platform Operations team. /ppKey responsibilities of the role will include: /pulliAct as the operational lead for HD2 support activities across all countries within the IIAB Program. /liliCoordinate daily incident management activities ensuring service continuity and compliance with agreed SLAs. /liliAct as the primary operational escalation point for high-priority incidents and service disruptions. /liliCoordinate troubleshooting activities involving help desk 2 teams, Monitoring teams, HD3 application teams, infrastructure teams and external vendors. /liliEnsure incidents are correctly prioritized, assigned, tracked and resolved within service targets. /liliLead Major Incident operational coordination and ensure timely communication towards business and IT stakeholders. /liliSupport Problem Management processes, including Root Cause Analysis and corrective action tracking. /liliMonitor incident backlog, recurring issues and service performance indicators. /liliLead operational governance meetings with countries, suppliers and technical teams. /liliProduce service reports and dashboards highlighting incident trends, major issues, risks and improvement opportunities. /liliSupport release and deployment activities from an operational readiness perspective. /liliDrive Continuous Service Improvement initiatives focused on automation, monitoring efficiency and operational excellence. /liliCollaborate with Service Managers, Quality Assurance, Release Management and Delivery teams to ensure end-to-end service stability. /liliEnsure contractual service commitments and operational quality targets are achieved by suppliers. /li /ulh3Requirements /h3ulliBachelor's or Master's Degree in Information Technology, Computer Science, Engineering or related disciplines. /lili5+ years of experience in IT Operations, Production Support, Incident Management or Service Management. /liliStrong knowledge of ITIL processes, especially Incident, Problem and Service Management processes (ITIL v4 Certification is highly appreciated) /liliExperience with ServiceNow. /liliKnowledge of monitoring and observability tools, such as Datadog, Dynatrace or Splunk. /liliAbility to analyze logs and troubleshoot application and integration issues. /liliUnderstanding of cloud-based and hybrid infrastructures. /liliKnowledge of APIs, middleware and event-driven architectures. /liliKafka knowledge is considered a strong advantage. /liliFamiliarity with SLA, KPI and operational reporting frameworks. /liliStrong analytical and problem-solving capabilities. /liliProven experience working within complex and multi-country IT environments. /liliExperience managing critical incidents and production support activities. /liliProven experience coordinating cross-functional teams, suppliers and external vendors. /li /ulh3Soft Skills: /h3ulliAbility to work under pressure and manage critical situations. /liliExcellent communication and stakeholder management skills. /liliCustomer and service-oriented mindset. /liliStrong ownership and accountability. /liliAbility to work effectively in multicultural and distributed teams. /liliProactive attitude and continuous improvement mindset. /liliKnowledge of insurance or financial services environments is considered a plus. /li /ulh3What we offer /h3pWe 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. /ppGross 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. /ppWe also offer: /pulliSmart working and flexible hours /liliCorporate welfare system /liliSupplementary health insurance and discounted insurance policies /liliTraining and development /liliStructured continuous learning paths (technical and managerial) /liliCareer development programs within the Group /liliAccess to learning platforms and internal mobility opportunities, including international /li /ulh3Why Join Generali /h3pJoining 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. /ppWe 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. /ppAt 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. /ppWorking with us means sharing strong values and taking on meaningful challenges together to build a safer and more sustainable future every day. /ppAs 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. /ph3Company Profile /h3pGenerali is a leading global insurance and asset management group, founded in 1831 and headquartered in Trieste, Italy. Operating in over 50 countries and serving more than 70 million customers, Generali is recognized among the world’s top insurers. With a strong focus on innovation, sustainability, and digital transformation, Generali positions itself as a 'Lifetime Partner'—delivering tailored, long-term support to clients across life stages and business needs. /ppAs part of its transformation journey, Generali launched Generali Core Tech a new Group software factory. /ppGenerali Core Tech will focus on managing and further developing Insurance in a Box (IIAB), the centralized and shared platform for Life and PC businesses, with the goal of expanding the implementation of the program—already active in Spain and Switzerland and currently being extended to Portugal, Hungary, Slovenia, and Croatia. Since its launch, IIAB has played a key role in strengthening the Group’s technological agility and in generating economies of scale and scope across the entire insurance value chain. /ppThe initial scope of the project will cover approximately 15 million policies at Group level. /p /p #J-18808-Ljbffr