IT Service Quality Expert

• Defining, monitoring and optimizing the IT Service Management processes, including definition and deploy of the related internal training and communication plan
• Identifying, launching and coordinating quality improvement initiatives, including AIOps
• Managing GCC communication and reporting towards GOSP C-Levels, building effective presentations

• A proactive, autonomous and driving approach
• An extensive experience in IT Operation Service Management with a large knowledge of the related IT Service Management practices, specifically as Incident Coordinator and Problem Owner. Experience in Major Incident coordination or Crisis management would be a plus
• An IT Technical Operation and development background
• A strong attitude to define fact-based improvements, both on processes and technologies
• The ability to define and implement reports, to define and monitor KPIs and to identify the needed improvements
• Multiyear experience in managing projects

• Process analysis, design and reporting:

• Analyze, define, document and deploy process rules, procedures, KPIs (efficacy, efficiency, quality of execution) on IT Service Management processes
• Design and implement reports (KPIs volumes and trends, …) and dashboards (on-line/off-line)
• Build effective presentations’ decks for GOSP C-level Leadership
• Continuous improvement:

• Analyze and document data and KPIs trends, defining the needed corrective actions, eventually identifying AIOps requirements
• Develop business cases for the identified corrective actions and initiate related projects, as needed
• Define, manage and maintain the improvements’ action plans with all the stakeholders involved, eventually escalate activities to the appropriate leadership levels
• Organize improvements plan review, document action plans status reporting
• Communication management:

• Define and maintain the GCC communication plan, regarding GCC department updates impacting other stakeholders
• Define and deploy internal training and awareness session as part of GCC communication plan or as part of the identified improvement actions involving other stakeholders

• A minimum of 8 years of professional experience, including at least 2 years in a similar role, is required
• Fluent in English (B2 minimum required)
• Outstanding communication and presentation skills
• Expert in IT Service Management and Project Management
• Expert in creating reporting and PowerPoint deck for C-level
• Proficient in data reporting implementation and data analysis tools
• Proficient in productivity and collaboration tools
• Very good knowledge of IT systems and networks architectures and operation
• Available to work in remote with colleagues distributed across Europe

Generali