Service Manager

At Uni Systems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for a Service Manager to join our UniQue Managed Services team.

Our UniQue people come from a variety of different backgrounds and industries, with different skillsets and approaches, but they have one thing in common: a passion for technology and innovation

For the Service Manager position, we expect you to:

• 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

Your experience, skillset and qualifications are going to help you succeed in this position, moving forward. We would like you to have:

• A University/College degree in Computer Science, Information Technology or other relevant discipline
• 3+ years of experience as a technical resource in the ICT field.
• 3+ 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 a team (either as a Project Manager or as a 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
• Availability for on-call duties

Benefits

• 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 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

Our UniQue IT people are the most valuable part of Uni Systems; their knowledge and experience has made us the leading and reliable systems integrator of today and has contributed to our steady financial growth. We have created and are maintaining a stable working environment for our employees, with countless opportunities to innovate and thrive. Our work culture recognizes our UniQue IT people, supports the free sharing of ideas and the flow of information via open communication, while appreciating and effectively utilizing the talents, skills and perspectives of each employee.

At Uni Systems, we are providing equal employment opportunities and banning any form of discrimination on grounds of gender, religion, race, color, nationality, disability, social class, political beliefs, age, marital status, sexual orientation or any other characteristics. Take a look at our Diversity, Equality & Inclusion Policy for more information.