CYS - GCAP Joint Venture Headquarters - Service Assurance Senior Manager

Leonardo

Defence Industry

Roma - Italien

Manager / Team Leader

Hybrid

Experteer Overview

In this role you will ensure IT services meet quality, availability and compliance standards by governing incident, problem, change, and risk management. You will oversee service assurance for GCAP's IT landscape, working with security and risk teams to uphold SLAs and resilience. You’ll lead continuous improvement by analyzing outcomes and driving mitigation actions. You will collaborate with cross-functional Digital Information teams to align with the company’s mission of delivering reliable, secure services at scale.

Responsibilities

Support the Head of Service Management in developing service assurance frameworks and controls
Oversee incident and problem management to minimize business impact and ensure root cause resolution
Identify operational risks and compliance gaps and define mitigation with security and risk teams
Evaluate changes and releases to minimize disruption and align with business needs
Monitor SLA adherence and drive corrective actions when targets are missed
Engage with internal and external stakeholders to ensure service quality expectations are met
Provide regular reporting and recommendations to enhance service assurance and reduce operational risks
Promote continuous service improvement by analyzing incidents, problems and change outcomes

Key requirements

5+ years of IT service delivery and performance management experience
University degree or higher; Bachelor's degree in Information Technology, Computer Science or related field preferred
Experience in setting and managing SLAs/KPIs
Proficiency in data analytics
Experience with ITIL-based service operations
Strong understanding of service monitoring tools and ITSM platforms (e.g., ServiceNow)
Knowledge of IT architecture components (servers, networks)
Strong verbal and written communication skills
High ethical standards handling confidential information