**The Role** We are looking for a passionate and detail-oriented IT Service Manager to join our Cloud Engineering Team **Key Responsibilities**
- defining and implementing all IT processes for operations and services delivery;
- guarantee outstanding service experiences of our customers while optimising effectiveness and productivity;
- manage service contracts within customers;
- regularly meet customers to verify satisfaction metrics and manage account (orders, invoices, new service requests);
- improve and update license for pure license and hosting;
- support to internal teams for drafting the license report and subscription forms;
- oversee service delivery operations and ensuring IT services align with defined SLA (Service Level Agreement) and key performance indicators (KPIs);
- verify periodically the alignment of the hosting price list with the actual PaaS costs;
- track IT process metrics and cost reporting;
- promote and implement FinOps best practices across teams to optimize financial operations and cloud cost management;
- implement Jira boards, workflows and automations for IT service management;
- manage incident reports;
- proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies;
- stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.
- Knowledge of PaaS, SaaS and IaaS distribution models,



Business Process Modeling Notation, main cloud resources and their pricing models.
- Knowledge of at least one of the following frameworks/approaches: DevOps, ITIL4 Framework, Lean management.
- Ability to work in a cross-functional team.
- Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders.
- Exceptional problem-solving and decision-making abilities.
- A commitment to delivering outstanding customer service and a passion for exceeding customer expectations. **We offer** **Hybrid Workplace** We believe in work-life balance and know that lavoro da remoto is one of the tools to achieve a more human-scale lifestyle. We recognize the value of teamwork, combining smart working with in-presence moments to be able to compare, exchange ideas, and move projects forward. We typically work 50% of our time from the office. **DE&I;** As stated in our Manifesto we reject any form of discrimination and we strive every day to embrace diversity and to guarantee inclusion. **L&D; and perks**
- Training path and access to Mia-Platform hub with a vastity of training courses
- Team building and many surprising events
- Ticket restaurants
- Insurance coverage for medical expenses
- Corporate benefits platform with significant discounts on the purchase of different types of services (gyms, travel, technology, etc.)

📌 Service Manager (Milano)
🏢 Mia-Platform
📍 Milano