Junior Digital Service Manager
Pubblicato il 26-10-2026 - Reply in Firenze
As 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.
Serve as the main point of contact for clients to ensure a consistent, high-quality support experience
Manage escalations and compile clear incident reports using Jira Service Management
Organize and lead Service Review meetings with clients and suppliers
Monitor AMS contract performance, identify enhancements, and support renewals based on data
Oversee first- and second-level support teams ensuring SLA adherence
Collaborate on internal initiatives to improve service, client engagement, and operations
Work in a ITIL-aligned environment emphasizing ownership, structure, and innovation
Strong communication and relationship-building skills with a customer-first mindset
Ability to use data and KPIs to drive decisions and support negotiations
Excellent academic track record in STEM subjects or Management Engineering
Experience in challenging contexts is a plus
ITIL certifications or strong familiarity with ITIL frameworks are a plus
Experience in Supply Chain or Industry 4.0 solutions is a plus
Working knowledge of Atlassian tools, especially Jira and Confluence is a plus
strong communication
relationship-building
Jira
Confluence
Junior Digital Service Manager - Supply Chain Solutions prato, toscana, it