Service Manager

Intesa (Havant Group), as part of its growth journey and positioning as an accelerator for digital transformation projects, is looking for a Service Manager with at least 5 years of experience in the role at leading Information Technology and services companies.

The Role

The Service Manager will be the go-to resource for everything related to the delivery and management of the requested services.

Main activities include:

• Proactive client relations through regular alignment meetings, to be held in person or via call.
• Serving as the primary interface between the Client and the Sales/Pre-Sales teams.
• Acting as the first level of escalation for critical issues within projects or Application Management (AM).
• Direct involvement in open Severity 1 issues and interventions.
• Serving as the focal point for scheduled service downtime communications.
• Revenue and usage accounting reporting (service traffic) and monitoring potential service overconsumption.
• Reporting on support service performance (and related Help Desk tickets).
• Service monitoring and KPI/SLA reporting.

Requirements

• Diploma or Degree in Economics, Engineering, Computer Science, or similar fields.
• At least 5 years of experience in the role.
• Good command of the English language, with a minimum required level of B2-C1.
• Ability to prepare and update service status reports (SAL).
• Natural determination and a strong drive toward achieving goals.
• Knowledge of project management strategies based on PMI culture, and skills in training PMs dedicated to the service.
• High proficiency in properly documenting content and adapting communication style to the background of the interlocutor.
• Excellent ability to implement mediation strategies, even in critical situations.
• Assertiveness in communication.
• Strong problem-solving mindset.
• Ability to steer the analysis of a problem even without full control over the specific application domain.

What We Offer

• A young and dynamic environment.
• A highly flexible smart working contract.
• Trust and respect for ideas and opinions: in our team, everyone is free to share and propose new ideas and solutions.
• Community events and initiatives offering the opportunity to discuss company projects related to sustainability, inclusion, and education.

Data Processing Consent

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Diversity & Inclusion

Hiring managers, HR managers, HR recruiters, and all employees are responsible for ensuring respect for diversity and inclusion during the selection process. Unconscious bias and stereotypes must not influence our recruitment processes. We look for the best candidates and the real value they can bring to the organization. We value meritocracy. We value diversity, setting aside our biases. All individuals must have the opportunity to be considered for employment regardless of their race, color, religion, national origin, ancestry, citizenship status, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, disability, military service, pregnancy, childbirth, and related medical conditions, or any other characteristic protected by law and our collective bargaining agreements. INTESA will make reasonable accommodations for known physical or mental limitations of a qualified candidate with a disability, unless the accommodation imposes an undue hardship on our business operations.

Review of Code of Ethics and Disciplinary Code

Before submitting their application, candidates are invited to review the company’s Code of Ethics available on our website. Please note that Intesa’s Disciplinary Code complies with the relevant provisions of the National Collective Labor Agreement (CCNL) for the engineering/metalworking industry, which is the reference collective agreement for Intesa SpA employees and executives.

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