Join to apply for the Senior Manager Global Customer Support role at OverIT - Field Service ManagementOverIT is a global Software-as-a-Service (SaaS) company with a strong presence in North America and Europe.We empower organizations in the power, utility, telco, and transportation industries to manage their mission-critical infrastructures efficiently and safely through cutting-edge Field Service Management software solutions.At OverIT, we leverage advanced technologies like ML (Machine Learning), AR (Augmented Reality), IoT (Internet of Things), and GIS (Geographic Information System) to help ensure the infrastructures essential to our daily lives are always on.If you want to be part of a top technology brand, join us!What you’ll needExtensive experience in leading large, international support organizationsProven ability to manage and scale teams in fast-paced, high-growth environmentsTrack record of working directly with enterprise clients, with a focus on customer satisfaction and retentionExperience in managing complex service models, including partner-delivered supportStrong leadership presence, with the ability to operate effectively in high-pressure and ambiguous contextsExcellent communication and stakeholder management skills, including the ability to influence at all levelsPassion for people development and team motivationExcellent knowledge of ITIL framework, particularly in Incident Management, Problem Management, Service Request Management, and SLA ManagementDeep understanding of service desk operations and industry best practicesExperience using Jira Service Management or similar platformsFamiliarity with AI-based tools and automation to enhance support operations and improve efficiencyUnderstanding of cloud architectures (e.g., IaaS, PaaS, SaaS models)Working knowledge of Oracle DB and Java-based applicationsFluent in English and ItalianWhat you'll doEffectively manage, develop, and coach the Global Support Customer teamManage external partners and service providersDefine and own the staffing and performance management strategy of the unitOversee resource allocation and macro-level planningDefine and align global support strategies with the broader CSG leadership teamPromote collaboration among stakeholders, including partners, customers, vendors, and internal teamsDrive continuous improvement of support processes and tools by leveraging automation and AI technologies to enhance team efficiency, scalability, and responsiveness to evolving business needsEngage with senior management and C-level stakeholders to support strategic business and IT objectivesManage escalations with professionalism and a sense of urgencyCollaborate with Account Executives and Customer Success Managers to define and execute customer success strategiesRegularly assess performance metrics and share results with internal stakeholdersSupport upsell and cross-sell efforts by identifying risks and opportunities through customer interactionsEnsure consistent, data-driven monitoring and reporting of team performanceWhat we offerOverIT is a unique transformation project in the SaaS space arena, full of ambition to scale and grow globally.International culture and environment with the opportunity to partner with an outstanding group of people and professionals who joined the company to scale and succeedA career-defining opportunity with full exposure to two leading private equity firmsAt OverIT we value diversity and are committed to equal employment opportunities regardless of religion, age, disability, sexual orientation, gender perception or identity, ethnicity, or place of origin.Referrals increase your chances of interviewing at OverIT - Field Service Management by 2xGet notified about new Senior Manager Customer Support jobs in Milan, Lombardy, Italy.CRM & Customer Analytics Service ManagerHead of Proposal Management – Customer ServiceSan Vittore Olona, Lombardy, Italy 23 hours agoCustomer Technical Support & Dispatch ManagerCustomer Technical Support & Dispatch ManagerWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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