Service Delivery Leader

2 days ago

Athens, Attica, Greece beBeeOperations Full time
Job Title: Operations Service Desk Manager

The Operations Service Desk Manager is a key role in the company's success, responsible for leading the Service Desk team and ensuring the effective management and resolution of operational requests and issues.

  • Key Responsibilities:
  • Provide leadership and strategic management of the Operations Service Desk
  • Lead and support the Service Desk Specialists in the daily management of requests
  • Set priorities, timelines, and SLAs for ticket management
  • Ensure timely communication and updates to stakeholders on service disruptions or critical incidents
  • Monitor team performance through KPIs and reporting
  • Collaborate with Product Owners, IT, Sales, and other departments to align internal processes
  • Analyze recurring or critical issues to prevent problems and improve services
  • Ensure proper documentation of solutions and procedures in the knowledge base
  • Oversee the creation and activation of products/services in Salesforce, IEBS, and other systems
  • Participate in the design of digital transformation and operational improvement projects
  • Train and develop the team on technical and procedural matters

Requirements:

  • Bachelor's degree in IT, Business Administration, or related field
  • 3+ years of experience in service desk, operations, or IT support roles, including at least 2 years in a leadership position
  • Strong understanding of ticketing systems (e.g., JIRA) and service management frameworks
  • Excellent organizational, analytical, and problem-solving skills
  • Ability to collaborate effectively across departments
  • Excellent communication and leadership skills with a service-oriented mindset
  • Experience with Salesforce or similar platforms is a plus
  • Fluent in Greek and English
  • Proficiency in MS Office and familiarity with reporting tools

Benefits:

  • A competitive fixed salary package aligned with your experience and expectations
  • Hybrid working model
  • Private insurance, corporate benefits and perks
  • Continuous training and professional development
  • Excellent professional environment
  • Modern and productive working facilities

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