Categoria: Technology & Telecoms
Luogo di lavoro: Napoli
The Support Service Manager (SSM) is the owner of governance, quality and continual improvement of the Level 2 support service, ensuring every change or incident delivers value, is risk‑controlled and meets Service Level Agreements (SLA) and Customer Satisfaction commitments (XLA).
- 8+ years leading Support/Operations and/or Software Delivery teams in production environments on international projects (10+ ideal).
- Proven ability to manage customer relationships for L2 support services.
- ITIL 4 Foundation required; ITIL Managing Professional and/or ISO/IEC 20000 exposure a plus.
- Hands-on with ITSM platforms (Jira Service Management or ServiceNow): queues, SLAs, workflows, dashboards.
- Working knowledge of modern software stacks and architectures (e.g., Java/Spring, REST APIs, SQL, front-end) to read logs/stack traces, guide triage and challenge solutions (coding not required).
- Experience with CI/CD & release processes and tools (GitLab/Jenkins), APM/monitoring (Datadog/New Relic), and log analytics (ELK/Graylog).
- Demonstrated leadership of major incidents and post-incident reviews.
- Strong analytical mindset (Excel/BI/Power BI) and executive communication skills in English (Italian is a plus).
- Certifications: ISTQB, PMP/PRINCE2, ISO 27001 awareness, SRE fundamentals (nice to have)
Requisiti: Act as Process Owner for Support Service ensuring alignment with ITIL/ISO recommendations Define processes, guidelines and policy to provide a standardized service to all customers Run daily operation via Service Desk Lead, Release & Test Lead coordinator and Client Delivery Mgrs, remove blockers and balance workload. Accountable for major-incident war room and post-incident review; drive fast recovery and clear stakeholder comms. Control Service performance & observability by ensuring proactive monitoring (APM/logs), SLOs and budgets; trigger Problem Management for recurring issues. Maintain and publish the Service Performance Dashboard (SLA, TimeTR, backlog aging, defect trends, CSAT/XLA, cost‑per‑ticket). Partner with Client Delivery Managers to lead monthly/quarterly service reviews with customers; align on SLA/XLA and action plans. Own the Capacity Plan & Skill Matrix adjusting staffing, shifts and on‑call according to volume and SLA trends Assess and approve Training, Tooling and Automation initiatives that raise service quality or efficiency Keep control of hours spent against allocated budget for Support services Manage first level of escalation between internal teams or between customer and E-Dea support Collaborate with Project Manager for the introduction of new services or new products Support Service Roadmap & Budget reviews, forecast OPEX and cost‑saving Report monthly to Service Unit Director (exec summary + CSI roadmap). Titolo di studio minimo: Comune e/o quartiere: Napoli
