Service Manager/Escalation Manager

RITS Group is an IT company offering top-quality programming services for both the Polish and international markets. We are proud to be one of the fastest-growing technology companies. Our priority is the quality and innovation of the solutions we deliver, and our organizational culture is based on trust, collaboration, and continuous improvement.

Hybrid model of work - 2times per week from office in Mediolan

• Act as the main point of contact for day-to-day service operations and performance.
• Monitor service performance, identify issues and coordinate appropriate corrective actions.
• Manage and coordinate escalations, ensuring timely resolution and clear communication with stakeholders.
• Represent the service and all three delivery teams in meetings with the client.
• Build and maintain strong relationships with clients and internal stakeholders, providing regular service updates and performance reports.

• Previous experience in Service Management, Account Management, Escalation Management or a similar role.
• Experience in monitoring and reporting on service performance, KPIs and SLAs.
• Proven experience managing escalations and resolving complex service-related issues.
• Strong stakeholder management and communication skills, with the ability to work effectively with clients and technical teams.
• Fluent Italian and good English communication skills.

This role is not perfectly suited for you, but you have a friend who would fit? Recommend your friend and get up to 5000 zł!
Referral Program: Talent from your network


Don't hesitate and apply now!