Service Manager

Uni Systems

Service Manager overseeing service management processes and coordinating teams for Uni Systems. Responsible for high-priority incident management in a hybrid work environment.

Posted 6/8/2026full-timeAthens • 🇬🇷 GreeceSeniorLeadWebsite

Tech Stack

Tools & technologies

ITSMPMP

About the role

Key responsibilities & impact

Manage and report on service management processes (Incident Management, Problem Management, etc.).
Manage and report team progress related to the work efforts of all responsible areas.
Coordinate tasks and drive actions across teams within a consortium and with external partners in a multinational/global environment.
Apply Service and project management skills to lead incidents and resolve tickets.
Oversee and govern support activities performed by managed service providers and other vendor resources.
Manage high-priority incidents and systems issues. If required, assist the team in troubleshooting and diagnosing problems and engage other internal and external resources to ensure timely resolution. Communicate with customer business users and executive stakeholders, providing status updates on issues and resolution plans.
Coordinate and prepare project/service management activities, ensure that all project/service targets, goals and deadlines are met.
Evaluate potential risk in project/service.
Ensure the smooth communication with the clients, build trust relationships and follow up to identify areas of improvement.
Act as point of contact and communicate project/service status to all parties.
Monitor client service on a daily basis (technical accuracy and response times).
Produce monthly reports for the service level against SLA’s, evaluate team’s performance against KPIs.
Ensure high quality client support by using ITIL best practices.
Participate in Presales activities.

Requirements

What you’ll need

A University/College degree in Computer Science, Information Technology or other relevant discipline.
10+ years of experience as a technical resource in ICT field.
4+ years of working experience in the design, operation and management of ICT services preferably based on a known ITSM Platform.
2+ years of experience in managing team (either as Project Manager or as Team Leader/Manager).
Fluency in both Greek and English.
Professional certifications (ITIL foundation, ITIL Intermediate, ITIL expert, PMP, PRINCE2, SixSigma, etc).
Availability/flexibility to travel abroad.

Benefits

Comp & perks

People-first approach and open environment to express your ideas
Ticket restaurant – meal vouchers
Corporate laptop and equipment
Corporate mobile phone subscription
Work-life balance and a hybrid #li-hybrid work model
Health and insurance plan for you and your family members
Employee consulting and guidance support by Ergonomia
Continuous training and certifications
Discounts on the services and products of our Group’s companies
Gift vouchers for major life milestones
Special work schedule on summer Fridays and your birthday

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Incident ManagementProblem ManagementService ManagementProject ManagementTroubleshootingRisk EvaluationService Level Agreements (SLA)Key Performance Indicators (KPI)ITIL best practicesICT services

Soft Skills

CommunicationTeam LeadershipRelationship BuildingTrust BuildingCoordinationReportingProblem SolvingClient SupportFlexibilityMultinational Collaboration

Certifications

ITIL FoundationITIL IntermediateITIL ExpertPMPPRINCE2Six Sigma