Technical Service Operations Manager
Pubblicato il 03-10-2026 - Generali in Pavia
Generali Operations Service Platform (GOSP) is looking for a Technical Service Operations Manager to join Generali Core Tech’s Platform Operations team.
Key responsibilities of the role will include:
- Act as the operational lead for HD2 support activities across all countries within the IIAB Program.
- Coordinate daily incident management activities ensuring service continuity and compliance with agreed SLAs.
- Act as the primary operational escalation point for high-priority incidents and service disruptions.
- Coordinate troubleshooting activities involving help desk 2 teams, Monitoring teams, HD3 application teams, infrastructure teams and external vendors.
- Ensure incidents are correctly prioritized, assigned, tracked and resolved within service targets.
- Lead Major Incident operational coordination and ensure timely communication towards business and IT stakeholders.
- Support Problem Management processes, including Root Cause Analysis and corrective action tracking.
- Monitor incident backlog, recurring issues and service performance indicators.
- Lead operational governance meetings with countries, suppliers and technical teams.
- Produce service reports and dashboards highlighting incident trends, major issues, risks and improvement opportunities.
- Support release and deployment activities from an operational readiness perspective.
- Drive Continuous Service Improvement initiatives focused on automation, monitoring efficiency and operational excellence.
- Collaborate with Service Managers, Quality Assurance, Release Management and Delivery teams to ensure end-to-end service stability.
- Ensure contractual service commitments and operational quality targets are achieved by suppliers.
Requirements
- Bachelor's or Master's Degree in Information Technology, Computer Science, Engineering or related disciplines.
- 5+ years of experience in IT Operations, Production Support, Incident Management or Service Management.
- Strong knowledge of ITIL processes, espec