The role manages SLAs with countries and suppliers, oversees monitoring and problem management, and drives continuous improvement to ensure the stability and performance of all production IT services, leading the central Service Management function across all Countries.
Key Responsibilities

Act as the single point of accountability for the stability, performance, and availability of all production services, ensuring compliance with GOSP SLAs, KPIs, and organizational standards
Define, negotiate, and manage SLAs with Countries and Operational Level Agreements (OLAs) with suppliers and internal teams
Coordinate communication to maintain and escalation management service quality, drive customer satisfaction, and ensure operational excellence
Lead and oversee team leads for Monitoring, L2 Support, and Incident/Problem Management, ensuring consistency and adherence to best practices in service delivery
Supervise the proactive monitoring of systems and services to prevent incidents, minimize downtime, and continuously improve system resilience
Govern ITIL processes to ensure rapid restoration and root cause elimination
Promote a culture of Continuous Service Improvement (CSI) by leveraging performance data, KPIs, and customer feedback to identify opportunities for optimization and innovation
Produce comprehensive performance and trend reports for the Head of OPS IT
Define processes and monitoring KPIs for service management

Requirements

Master’s degree in Information Technology, Computer Science, Engineering or a related field
9-10 years of experience in IT service management and IT Operations or Incident/Problem Management leadership
Knowledge of ITIL frameworks, Data analysis, Planning, Customer orientation
Experience in customer service standards, processes SLA and KPI management
ITIL v4 certification (Managing Professional or Strategic Leader) is highly required
Understand Experience with ITSM tools (ServiceNow, Jira Service Management) and monitoring platforms (Datadog, Dynatrace)
Proven experience managing technical teams in a fast-paced, multi-country environment
Strong understanding of cloud-native architectures, security and regulatory requirements
Expertise in international project management and in agile project management (PMP, CSM , other certifications will be a plus)

Soft Skills

Fluent in English and Italian
Leadership skills and ability to manage diverse (proactive and reactive) teams
Comfortable in a fast-paced environment
Strong sense of ownership and accountability
Strong business acumen and ability to interface with executive management
Analytical and data-driven approach to decision-making
Ability to manage priorities in high-pressured environment

Company Profile
Generali is a major player in the global insurance industry – a strategic and highly important sector for the growth, development and welfare of modern societies. Over almost 200 years, we have built a multinational Group that is present in more than 60 countries, with 470 companies and nearly 80,000 employees.
GOSP - Generali Operations Service Platform is a joint-venture between Generali and Accenture and provides IT and Procurement services to Generali Group companies. Our purpose is to accelerate the Group's innovation and digitization strategy through the Cloud and shared platforms. Based in Italy it has 6 branches across Europe and employs about 1,200 people.
Seniority level

Associate

Employment type

Full-time

Job function

Information Technology

Industries

Insurance

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