23 set - Ponderano
Reply
OverviewAs a Junior IT Service Manager, you act as the main client interface to ensure high-quality support for Logistics Reply's supply chain solutions. You will handle escalations, produce actionable incident reports, and lead service review meetings with clients and suppliers. You'll monitor contract performance and help optimize value-added services and renewals based on data. You'll oversee support teams to meet SLAs and contribute to service improvement initiatives in a dynamic ITIL-aligned environment. This role offers broad visibility across clients and tech, with a strong focus on customer success and transformation in logistics technology.ResponsabilitàServe as the main point of contact for clients to ensure a consistent, high-quality support experienceManage escalations and compile clear incident reports using Jira Service ManagementOrganize and lead Service Review meetings with clients and suppliersMonitor AMS contract performance, identify enhancements,
and support renewals based on dataOversee first- and second-level support teams ensuring SLA adherenceCollaborate on internal initiatives to improve service, client engagement, and operationsWork in a ITIL-aligned environment emphasizing ownership, structure, and innovationRequisiti fondamentaliStrong communication and relationship-building skills with a customer-first mindsetAbility to use data and KPIs to drive decisions and support negotiationsExcellent academic track record in STEM subjects or Management EngineeringExperience in challenging contexts is a plusITIL certifications or strong familiarity with ITIL frameworks are a plusExperience in Supply Chain or Industry 4.0 solutions is a plusWorking knowledge of Atlassian tools, especially Jira and Confluence is a pluscustomer-first mindsetstrong communicationrelationship-buildingJira Service ManagementJiraConfluence
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