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Software Support and Maintenance Lead - Napoli - Ibrido

Napoli Indeterminato EUR45.000 - EUR55.000 per anno Leggi Descrizione del Lavoro
The Support Service Manager (SSM) is the owner of governance, quality and continual improvement of the Level 2 support service, ensuring every change or incident delivers value, is risk‑controlled and meets Service Level Agreements (SLA) and Customer Satisfaction commitments (XLA).

Aggiornato il 09/10/2025

  • A dynamic and innovative company
  • An excellent opportunity for growth

Azienda

The Client is an IT leader in the Ferry industrial sector is looking for the Leader of S&M team to meet the company's growth plan.

Offerta

  • 8+ years leading Support/Operations and/or Software Delivery teams in production environments on international projects (10+ ideal).
  • Proven ability to manage customer relationships for L2 support services.
  • ITIL 4 Foundation required; ITIL Managing Professional and/or ISO/IEC 20000 exposure a plus.
  • Hands-on with ITSM platforms (Jira Service Management or ServiceNow): queues, SLAs, workflows, dashboards.
  • Working knowledge of modern software stacks and architectures (e.g., Java/Spring, REST APIs, SQL, front-end) to read logs/stack traces, guide triage and challenge solutions (coding not required).
  • Experience with CI/CD & release processes and tools (GitLab/Jenkins), APM/monitoring (Datadog/New Relic), and log analytics (ELK/Graylog).
  • Demonstrated leadership of major incidents and post-incident reviews.
  • Strong analytical mindset (Excel/BI/Power BI) and executive communication skills in English (Italian is a plus).
  • Certifications: ISTQB, PMP/PRINCE2, ISO 27001 awareness, SRE fundamentals (nice to have)



Competenze ed esperienza

  • Act as Process Owner for Support Service ensuring alignment with ITIL/ISO recommendations
  • Define processes, guidelines and policy to provide a standardized service to all customers
  • Run daily operation via Service Desk Lead, Release & Test Lead coordinator and Client Delivery Mgrs, remove blockers and balance workload.
  • Accountable for major-incident war room and post-incident review; drive fast recovery and clear stakeholder comms.
  • Control Service performance & observability by ensuring proactive monitoring (APM/logs), SLOs and budgets; trigger Problem Management for recurring issues.
  • Maintain and publish the Service Performance Dashboard (SLA, TimeTR, backlog aging, defect trends, CSAT/XLA, cost‑per‑ticket).
  • Partner with Client Delivery Managers to lead monthly/quarterly service reviews with customers; align on SLA/XLA and action plans.
  • Own the Capacity Plan & Skill Matrix adjusting staffing, shifts and on‑call according to volume and SLA trends
  • Assess and approve Training, Tooling and Automation initiatives that raise service quality or efficiency
  • Keep control of hours spent against allocated budget for Support services
  • Manage first level of escalation between internal teams or between customer and client's support
  • Collaborate with Project Manager for the introduction of new services or new products
  • Support Service Roadmap & Budget reviews, forecast OPEX and cost‑saving
  • Report monthly to Service Unit Director (exec summary + CSI roadmap).



Completa l'offerta

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Consulente
Ilaria Aprile
Job ref
JN-102025-6853901

Riepilogo

Settore
Information Technology
Settore/Ruolo
Service Delivery
Categoria
Technology & Telecoms
Luogo di lavoro
Napoli
Tipo di contratto
Indeterminato
Nome del consulente
Ilaria Aprile
Numero dell´offerta
JN-102025-6853901