Within Program NEXT, we are looking for an IT Service Manager to ensure the stability, performance and continuous improvement of NEXT services, acting as a key interface between Business, IT teams and vendors.
Key responsibilities of the role will include:
Govern Service, Incident, Problem, Change and Major Incident Management processes.
Coordinate operational teams and vendors, ensuring timely issue resolution and service continuity.
Monitor service performance through SLAs, KPIs and service reviews.
Manage escalations and support continuous service improvement initiatives.
Drive ServiceNow enhancements and operational process improvements.
Support budget monitoring and cost optimization for Run and Change activities.
Collect and consolidate business demands and requirements supporting portfolio management activities.
Manage supplier relationships, contracts and invoicing processes.
Support internal and external audits, ensuring compliance with corporate controls and regulatory requirements.
Monitor remediation plans, corrective actions and process adherence.
Requirements
Our ideal candidate will meet the following requirements:
Experience in IT Service Management and operational governance.
Knowledge of Incident, Problem, Change and Major Incident Management processes.
Experience with ServiceNow ITSM.
Experience in vendor and contract management.
Knowledge of SLA/KPI monitoring and service reporting.
Experience in budget management and financial tracking.
Knowledge of audit, compliance and operational risk management processes.
Understanding of DORA, ITGC controls and corporate governance requirements.
Familiarity with IFRS17 and IFRS9 environments.
Strong stakeholder management, communication and problem-solving skills.
Fluent English, written and spoken.
Soft Skills:
Experience in Finance Transformation or Regulatory Reporting programs.
Knowledge of insurance and finance applications.
Experience in multi-country and multi-entity environments.
Familiarity with
📌 IT Service Manager (Trieste)
🏢 Generali
📍 Trieste
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