Service Manager

This is a fully remote position, open to applicants in Italy.

📋 Description

• Responsible for the operational governance of application and operational services within a Smart Metering and Smart Grid project.

• End-to-end coordination of AMS services.

• Ensuring the proper functioning of support, escalation, reporting, knowledge management, and continuous improvement.

• Coordination of operational teams, specialists, suppliers, and stakeholders.

• Ensuring quality, compliance with SLAs, and proper management of activities.

• Analysis of proposals and transformation into structured proposals.

• Verification of technical consistency, scope, risks, and feasibility of proposals.

• Interaction with third-level support teams, product teams, and development teams for corrective and evolutionary activities.

⛳️ Requirements

• Experience in roles such as Service Manager, AMS Manager, Application Support Manager, or equivalent positions.

• Experience in managing complex AMS services.

• Knowledge of L1, L2, and L3 application support processes.

• Experience in managing SLAs, ticketing, escalation, and operational reporting.

• Ability to coordinate distributed teams, suppliers, and national and international stakeholders.

• Understanding of application processes, configurations, parameterizations, troubleshooting, and problem management.

• Experience interacting with third-level support teams, product teams, or development teams.

• Ability to analyze technical and economic offers and transform them into structured proposals.

• Ability to evaluate scope, assumptions, exclusions, risks, and dependencies.

• Willingness to travel frequently, including abroad, for up to a week at a time.

• Good command of the English language, B2 level.

• Nice to have: knowledge of Smart Metering, Smart Grid, HES, MDM, or utility processes.

• Nice to have: experience with AMS services for utility platforms or regulated systems.

• Nice to have: knowledge of ITIL.

• Nice to have: experience in creating and managing operational Knowledge Bases.

• Nice to have: familiarity with AI tools or knowledge management.

• Nice to have: experience in technical presales, bid management, or vendor offer review.

• Nice to have: experience with software factories, product teams, or evolutionary teams.

• Nice to have: knowledge of the Spanish or Russian language.

🏝️ Benefits

• Remote working with flexibility and comfort.

• Unlimited referral bonus.

• Exclusive discounts on tech, travel, and lifestyle.

• Equal opportunity for all qualified candidates.