General information

Permanent contract. 100 percent employment

We select for an important client of ours, a solid company in the Mendrisiotto area, a Service & Customer Operations Planning & Quality.

100 %
Place of work: Mendrisiotto
Remote work: 1 day a week to be agreed upon after trial period
Flexible working hours: yes

DUTIES AND ACTIVITIES

- Coordinate and optimize the planning of technical interventions and ICT resources, ensuring alignment with SLAs and operational priorities
- Manage the process of assigning, controlling and validating hours worked by the technical team, supporting internal accounting
- Constantly monitor the ticketing system: manage priorities, suspended tickets, timely escalations
- Manage calls with customers to analyze requests, provide status updates, and gather feedback
- Keep the ICT Organizational Chart updated according to internal operational and strategic needs
- Support the continuous improvement of ITIL processes: Incident, Problem and Change Management
- Interface with the Solution Architect to ensure proper alignment between operational resources and technical design
- Produce periodic reports on operational KPIs, SLAs, team efficiency and service performance
- Collaborate with the PMO on resource planning on cross-functional projects

REQUIREMENTS

- At least 5 years of experience in IT Service Management, technical coordination or Service Desk Management roles
- Excellent command of ticketing tools (ServiceNow, JIRA, GLPI or similar) and technical workload management
- Established skills in project planning and resource allocation
- Excellent communication skills with technical and non-technical stakeholders
- Strong analytical aptitude and process- and performance-oriented problem-solving skills
- Knowledge of ITIL, Agile and IT governance frameworks
- Languages: native Italian, English (min. level B2); German or French considered a plus

Your application will be treated with the utmost confidentiality and will serve, at first, only for internal verification. Your information will be submitted to our client company only after personal contact with one of our recruiters.

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