Service Manager Junior

We are looking for a Service Operations Analyst with a technical background (Early-career;
2-4 years of experience) to support a team of Service Managers in the production of service reports, analysis of operational metrics and KPIs, day‑to‑day management of digital services, and the analysis/development of AI/GenAI‑based automations.

The role focuses on back‑office support for Service Managers, with additional responsibilities in AI-driven analysis and automation .

Key Responsibilities

• Reporting & KPIs: Produce and maintain periodic reports (SLA, OLA, service KPIs, trends, backlog), providing actionable insights to support continuous improvement.
• Data Analysis: Explore operational datasets, support data quality activities, develop metrics, and summarise findings for both IT and business audiences.
• Service Operations: Support Service Managers in managing Incident, Problem and Request Fulfillment processes;
  monitor queues, follow up on outstanding tasks, and maintain the knowledge base (FAQ, runbooks, playbooks).
• AI & Automation: Prototype simple automations (e.G., data extraction, ticket enrichment, communication templates) using Copilot/GenAI and light scripting. Contribute to the assessment of new AI use cases.
• Presentations & Communication: Prepare presentations and concise summaries for IT and business stakeholders in both English and Italian.
• Collaboration: Work daily with colleagues and partners worldwide (Operations, Service Desk, Vendors, Business teams).
• Documentation: Maintain and update service documentation in SharePoint and ServiceNow, ensuring proper traceability.

Requirements

• Technical background (STEM degree or equivalent hands‑on experience).
• Working proficiency in English for written reports, presentations, and operational interactions.
• Strong proficiency with Microsoft Office, including advanced Excel (formulas, pivot tables, charts) and PowerPoint.
• Strong analytical and synthesis skills (data → insights → actions).
• Proactive mindset, ability to work independently, and effective teamwork.

Nice to Have

• Experience in Service Management or IT Operations (ticketing, KPIs, basic ITSM processes).
• ITIL® understanding (certification is a plus).
• Experience with Copilot and foundations in AI/GenAI , prompt design, and micro‑automations.
• Experience producing reports in English and basic public speaking skills.
• Knowledge of ITSM tools: ServiceNow (preferred), Jira, ZenDesk, OTRS.
• Basic Python for lightweight tasks (data cleaning, small automations) or familiarity with querying datasets.
• Previous experience in the telecommunications industry
• Programming and system integration skills

Soft Skills

• Clear communication, customer‑orientation, reliability.
• Problem‑solving, time management, and prioritization.
• Technological curiosity, eagerness to learn and experiment.
• International mindset, ability to work in distributed and multicultural teams.

What We Offer

• An international environment and high‑visibility digital services.
• Growth opportunities in ITIL/ITSM and AI/GenAI .
• Opportunities to experiment with automations and contribute to continuous improvement initiatives.