Digital Service Manager

Overview

As Digital Service Manager in Monza, you lead a team of Digital Service Engineers to sustain operations while serving customer and business needs. You guide the Digital Solution Center’s entry and triage processes, ensuring rapid, high-quality Remote Service delivery and Monitoring Services. You’ll foster an HSE-focused culture, coach talent, and align service performance with SLAs. This role combines leadership with hands-on process improvement to deliver excellent customer experiences and drive service adoption.

Responsabilità

• Promote and secure HSE culture within the team during Remote Service delivery
• Ensure quality and SLA adherence for Monitoring Services and Service Agreements
• Provide direction to the team with a strong customer-oriented mindset
• Develop, motivate, and coach direct reports; oversee competence development
• Own entry channel and triage stage for Emergency and Scheduled Response in DSC
• Address basic team performance issues promptly
• Ensure appropriate FSE hybrid roles are selected in collaboration with Field Service Manager
• Conduct DSEs employee reviews and update competence profiles and skills matrices
• Ensure tools are fit for purpose and properly equipped for the team
• Lead change management for internal and external adoption of Remote and Monitoring Services

Requisiti fondamentali

• At least 3/5 years of work experience in Service field
• A valid driving license
• Italian mother tongue – mandatory
• Good knowledge of English (written and spoken)
• Advanced knowledge of Microsoft Windows environments and Microsoft Office (Word, Excel, PowerPoint, Outlook); CRM
• Previous experience in a multinational company
• Excellent communication, presentation and problem solving skills
• communication
• leadership
• problem solving
• Microsoft Windows environments
• Microsoft Word
• Microsoft Excel

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