Digital Service Manager
Overview
As Digital Service Manager in Monza, you lead a team of Digital Service Engineers to sustain operations while serving customer and business needs. You guide the Digital Solution Center’s entry and triage processes, ensuring rapid, high-quality Remote Service delivery and Monitoring Services. You’ll foster an HSE-focused culture, coach talent, and align service performance with SLAs. This role combines leadership with hands-on process improvement to deliver excellent customer experiences and drive service adoption.
Responsabilità
- Promote and secure HSE culture within the team during Remote Service delivery
- Ensure quality and SLA adherence for Monitoring Services and Service Agreements
- Provide direction to the team with a strong customer-oriented mindset
- Develop, motivate, and coach direct reports; oversee competence development
- Own entry channel and triage stage for Emergency and Scheduled Response in DSC
- Address basic team performance issues promptly
- Ensure appropriate FSE hybrid roles are selected in collaboration with Field Service Manager
- Conduct DSEs employee reviews and update competence profiles and skills matrices
- Ensure tools are fit for purpose and properly equipped for the team
- Lead change management for internal and external adoption of Remote and Monitoring Services
Requisiti fondamentali
- At least 3/5 years of work experience in Service field
- A valid driving license
- Italian mother tongue – mandatory
- Good knowledge of English (written and spoken)
- Advanced knowledge of Microsoft Windows environments and Microsoft Office (Word, Excel, PowerPoint, Outlook); CRM
- Previous experience in a multinational company
- Excellent communication, presentation and problem solving skills
- communication
- leadership
- problem solving
- Microsoft Windows environments
- Microsoft Word
- Microsoft Excel
As Digital Service Manager in Monza, you lead a team of Digital Service Engineers to sustain operations while serving customer and business needs. You guide the Digital Solution Center’s entry and triage processes, ensuring rapid, high-quality Remote Service delivery and Monitoring Services. You’ll foster an HSE-focused culture, coach talent, and align service performance with SLAs. This role combines leadership with hands-on process improvement to deliver excellent customer experiences and drive service adoption.
Responsabilità
- Promote and secure HSE culture within the team during Remote Service delivery
- Ensure quality and SLA adherence for Monitoring Services and Service Agreements
- Provide direction to the team with a strong customer-oriented mindset
- Develop, motivate, and coach direct reports; oversee competence development
- Own entry channel and triage stage for Emergency and Scheduled Response in DSC
- Address basic team performance issues promptly
- Ensure appropriate FSE hybrid roles are selected in collaboration with Field Service Manager
- Conduct DSEs employee reviews and update competence profiles and skills matrices
- Ensure tools are fit for purpose and properly equipped for the team
- Lead change management for internal and external adoption of Remote and Monitoring Services
Requisiti fondamentali
- At least 3/5 years of work experience in Service field
- A valid driving license
- Italian mother tongue – mandatory
- Good knowledge of English (written and spoken)
- Advanced knowledge of Microsoft Windows environments and Microsoft Office (Word, Excel, PowerPoint, Outlook); CRM
- Previous experience in a multinational company
- Excellent communication, presentation and problem solving skills
- communication
- leadership
- problem solving
- Microsoft Windows environments
- Microsoft Word
- Microsoft Excel