Key Duties

• Act as Service Management lead, supporting the Service Management Authority (SMA) and monitoring Service Level Agreements (SLAs) and KPIs.
• Serve as the primary point of contact for customers and Service Owners, handling:
  • Performance reporting
  • Issue resolution
  • Customer satisfaction
  • Continuous service improvement
• Lead Change and Configuration Management, ensuring proper planning, implementation, and governance of IT system changes.
• Develop and execute Project Management Plans, including requirements definition and resource management.
• Oversee team coordination, service delivery, contractual compliance, and project support.

Requirements (Skills, Experience & Qualifications)

Mandatory Qualifications

• Valid NATO Secret security clearance.
• Experience in ICT service management and customer support (minimum 2 years).
• Relevant education and vocational training, with:
  • 3–5 years of related professional experience (depending on education level).

Professional Experience

• Experience in:
  • Operational planning
  • Resource allocation
  • Risk management
• Ability to manage multiple tasks independently.
• Strong team collaboration and cross-department communication skills.

Core Skills

• Excellent written and verbal communication (including technical topics).
• Strong analytical and problem-solving abilities.
• Ability to handle stressful situations calmly with a customer-focused mindset.
• Empathy, patience, and a positive, service-oriented attitude.

Language Requirement

• English proficiency at B2–C1 level (NATO STANAG 6001 equivalent).

Additional Context

• Location: Poggio Renatico, Italy (full-time on-site).
• Duration: August–December 2026 (660 hours total).
• Work schedule: 38 hours/week, Monday–Friday.