Senior Service Manager

With more than 20 years of proven experience, QUALCO is a leading Fintech solutions provider, offering a wide range of analytics-driven, highly scalable enterprise software solutions in over 35 countries worldwide. Our end-to-end technology solutions cover a wide range of needs for Banking, Financial Services, Utilities, Insurance, Retail organisations, and beyond.

We are seeking a Senior Service Manager to join our Service Delivery team in Athens. In this role, you will engage directly with our strategic clients to ensure we meet and exceed our contractual obligations while aligning our services with their evolving business needs. This is a high-impact role that blends leadership, operational excellence, and customer experience management in a fast-paced, digital-first environment.

You will act as the main point of contact between clients and internal teams, ensuring exceptional service delivery and long-term client satisfaction.

Key Responsibilities

• 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

Bachelor's degree in information technology, Computer Science, or a related field.

• Minimum of 4 years' experience in service management or customer success, ideally within fintech
• Solid experience with cloud technologies, particularly Microsoft Azure.
• Strong project management, communication, and negotiation skills.
• Analytical mindset with the ability to derive actionable insights from data.
• Proficiency in ITIL practices, especially Incident, Problem, Change, and Service Level Management.
• Fluent in English with excellent written and verbal communication skills.

Preferred Qualifications

• Experience working in cross-functional, multicultural teams within a fast-paced environment.
• Familiarity with digital banking products (e.g., cards, e-wallets, mobile banking).
• Understanding of fintech regulatory and compliance frameworks.

Benefits

Your Life @ Qualco

As a #Qmember, you will live out every day in a truly human-centred culture, based on mutual respect, trust, and cooperation. Your performance and commitment to our shared goals will be recognised, and there will be great opportunities to ensure your career growth.

Find out more about #LifeatQualco

Your benefits

Join the #Qteam and enjoy:

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, hybrid/remote benefits & home equipment benefits

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

At QUALCO, we value diversity and inclusivity. Your race, gender identity and expression, age ethnicity or disability make no difference in Qualco. We want to attract, develop, promote, and retain the best people based only on their ability and behavior.

Application Note: All CVs and application materials should be submitted in English to be considered for this position.

Disclaimer: Qualco collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any third parties. For more details on the processing of your personal data during the Recruitment procedure, please be informed in the Recruitment Notice, before the submission of your application.