Senior Service Manager

Qualco Technology

Senior Service Manager overseeing incident and vendor management processes at Quento Technologies S.A. Ensuring high client satisfaction and compliance with SLAs in a hybrid work environment.

Posted 5/29/2026full-timeAthens • 🇬🇷 GreeceSeniorWebsite

Tech Stack

Tools & technologies

ITSMPMPServiceNow

About the role

Key responsibilities & impact

Own the incident, change request and vendor management processes, ensuring minimal business disruption and high client satisfaction;
Manage support SLAs, ensuring compliance with contractual obligations and service expectations;
Serve as the primary liaison between the client and internal stakeholders at Qualco;
Define, track, and report on relevant KPIs, collaborating with clients to review service performance;
Align with internal departments (Business Development, Product, Solution Design) on customer satisfaction, retention, and profitability metrics;
Provide structured and timely reporting to both internal and external stakeholders;
Lead root cause analysis initiatives to proactively prevent recurring incidents;
Propose and drive process improvements, including the creation of known error databases and incident workarounds;
Build strong relationships with client-side operational stakeholders and develop them into advocates of Qualco’s services;
Ensure clients benefit from the full breadth of our service portfolio to boost operational efficiency;
Foster a culture of service excellence across internal teams;
Monitor and enhance the financial viability of services delivered;
Ensuring that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.

Requirements

What you’ll need

Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience);
8+ years of experience in IT Service Management or related roles;
Responsible for managing end-to-end IT service delivery and ensuring alignment with business objectives;
Lead IT service delivery operations, ensuring services meet SLA and KPI targets;
Handle advanced incident resolution and service requests escalated from Level 1 support;
Perform in-depth troubleshooting and root cause analysis for recurring issues;
Maintain knowledge base articles and known error database (KEDB);
Manage incident, problem, and change management processes aligned with ITIL framework;
Proven experience on leading L2/L3 level support teams;
Ensure service quality, availability, and performance, addressing service issues proactively;
Act as the primary point of contact for business stakeholders and customers;
Drive continuous service improvement initiatives based on performance metrics and feedback;
Monitor and report on service performance, trends, and improvement opportunities;
Lead service transition activities including new services, releases, and changes;
Ensure compliance with IT governance, security, and regulatory requirements;
Additional Qualification, knowledge and skills:
Oversee ServiceNow platform usage, including workflows, CMDB, and service catalog management;
Strong hands-on experience with ServiceNow (ITSM modules);
Must have a relevant certification, such as
ITIL Foundation / ITIL 4 Managing Professional (highly desirable);
ServiceNow certifications (e.g., CSA, CIS-ITSM);
PMP / Agile certifications.

Benefits

Comp & perks

Competitive compensation, ticket restaurant card, and annual bonus programs
Cutting-edge IT equipment, mobile, and data plan
Modern facilities, free coffee and beverages, and indoor parking
Private health insurance, onsite occupational doctor, and workplace counselor
Flexible working model
Onsite gym, wellness facilities, and ping pong room
Career and talent development tools
Mentoring, coaching, personalized annual learning and development plan
Employee referral bonus, regular wellbeing, ESG, and volunteering activities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT Service Managementincident managementchange managementproblem managementroot cause analysistroubleshootingservice deliveryKPI trackingservice quality monitoringcontinuous service improvement

Soft Skills

client relationship managementcommunicationleadershipcollaborationreportingprocess improvementservice excellencestakeholder engagementorganizational skillsadvocacy development

Certifications

ITIL FoundationITIL 4 Managing ProfessionalServiceNow CSAServiceNow CIS-ITSMPMPAgile certifications