IT Service Quality Manager

The candidate will be part of the Global Command Center (GCC) Quality Management team with the ownership to define, monitor and improve GCC internal processes and to support both improvements implementation and audit requests on Global Infrastructure Operation, whose scope is including the on-premises and cloud shared infrastructure (systems, network, storage, …).

Main activities under the role responsibility are:

1) Process analysis, design and reporting:

• Analyze, define, document and deploy process rules, procedures, KPIs (efficacy, efficiency, quality of execution) on IT Service Management processes
• Collect data to accomplish audits issued on IT Service Management processes
• Design and implement reports (KPIs volumes and trends, on-demand audit report, …) and dashboards (on-line/off-line)
• Prepare presentations for GOSP C-level Leadership

2) Continuous improvement management:

• Analyze and document trend of data and KPIs values on IT Service Management processes, defining corrective actions;
• Initiate the problem management process as consequence of processes and trend analysis (i.e. recurring incidents, Monitoring errors/lackness, …)
• 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

3) Audit management:

• Interact with Risk Division to collect audit requirements and define GCC and Infrastructure Operation audit plans
• Coordinate audit management activities and plans in GCC and in Infrastructure Operation, supporting in identifying needs, managing the audit plans and identifying follow up actions
• Collect data to accomplish audits issued on GCC and support Infrastructure Operation stakeholders in data collection
• Create internal final audit reports to capitalize results and propose automations or actions to simplify

Requirements

Our ideal candidate will meet the following requirements:

• An extensive experience in IT Operation Service Management with a large knowledge of the related IT Service Management practices
• An IT Technical Operation and custom development background
• A strong attitude to define fact-based improvements, both on processes and technologies
• The ability to define and implement her/his own reports, on the principal market tools like Power BI, to define and monitor KPIs and to identify the needed improvements
• Experience in managing projects in agile mode
• Experience in managing or supporting internal IT audits on IT systems

Nice to have:

• Experience in Project Management and IT Service Management, PMI or Prince certification and ITIL certification required
• Very good knowledge of IT systems and networks architectures and operation
• Very good knowledge of data reporting implementation and data analysis tools
• Very good knowledge of productivity and collaboration tools
• Required knowledge of English to work in an international context
• Available to work in remote with colleagues distributed across Europe
• Proactive and driving approach

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 5 branches across Europe and employs about 1.000 people.