Service Manager, Italy

About us:

We’re visionary innovators who provide trading and workflow automation solutions, high-value analytics, and strategic consulting to corporations, financial institutions, central banks, and governments. More than 40% of the world’s largest companies use our solutions. We’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.

At ION, we offer careers that provide many opportunities: To invent. To design. To collaborate. To build. To transform businesses and empower people around the world to do more, faster and better than before. Imagine what you can do and experience. This is where you can do your best work.

Learn more at iongroup.com.

For the strengthening of the Service Management team, we are looking for brilliant professionals with passion for innovation and financial services.

The ideal candidate will experience a dynamic, fast-paced and innovative environment, and will contribute to offer best in class services to our customers

Your role:

Your duties and responsibilities

·         Provide customers with information regarding business services, availability, and service level agreements.

·         Establish and maintain high standards and procedures for premium service to ensure consistent and efficient delivery.

·         Monitor and assess the performance of the service team, offering regular feedback, coaching, and recognition to promote individual and team excellence.

·         Ensure the timely and accurate completion of service requests, work orders, and documentation, with a strong focus on detail and quality.

·         Analyze service metrics, including response time, resolution rates, and customer satisfaction, taking proactive steps to promote continuous improvement.

·         Collaborate with other departments to develop and implement strategies that enhance customer satisfaction, improve service efficiency, and achieve business objectives.

·         Prepare and present regular performance reports to senior management, highlighting key metrics and initiatives for improvement.

·         Proactively identify service improvement opportunities and recommend the implementation of process enhancements, tools, or technologies.

·         Stay informed about industry trends, best practices, and emerging technologies in the service sector, continuously seeking opportunities to enhance knowledge and skills.

Other duties

We might ask you to perform other tasks and duties as your role expands.   

Your skills, experience, and qualifications required

·         Master of Science degree with honors, with preference in Administration, Management or related field

·         Passion for innovation and financial services with knowledge of service management principles, processes and best practices

·         Preferred 5-7 years of previous experience in financial services, consulting, ICT business

·         Excellent interpersonal skills and knowledge of the Italian and English language

·         Outstanding communication and negotiation skills, aptitude for teamwork and strong customer orientation 

What we offer:

Permanent employment contract.

Location:

Milan

Important notes:

According to the Italian Law (L.68/99) please note that candidates from the disability list will be given priority.