IT Service Manager

What Impact will you make?

IT Service Manager / Process Owner @ Deloitte Competence Center

Are you looking for an
opportunity
in
Thessaloniki
, that offers you a
hybrid working model
?

Are you ready to work on
international projects for industry-leading clients
around the world and elevate your
tech consulting career to an international level?

If so, check below for more info about this career
opportunity

You bring passion, we bring opportunities

#YourOpportunity

Deloitte is a worldwide leader in Professional Services with a presence in more than 150 countries and territories. Since 2018, Deloitte has been operating its
Alexander Competence Center in Thessaloniki with satellites in the cities of Patras, Heraklion, and Ioannina
- which are model hubs of expertise, training, and innovation, specializing in cutting-edge exponential technologies, in which graduates and young professionals undergo immersive experiences, continuous learning, gaining practical insights and hands-on training that empower them to navigate the complexities of the digital landscape.

Deloitte is an ideal working environment for
both young and senior professionals
who want to take the next step in their careers, offering them a supportive and international working environment that leverages their expertise and potential. Its corporate culture is based on trust and collaboration and ensures diversity and inclusion so that everyone feels part of a great team.

#YourServiceLine: Technology & Transformation

Our Technology & Transformation teams empower organizations to navigate the future through technology-driven business transformation. Combining deep industry knowledge with cutting-edge technology, we deliver tailored solutions that drive innovation, enhance efficiency, promote cybersecurity, and foster sustainable growth.

#AboutYourRole

The
IT Service Manager / Process Owner
is responsible for overseeing the delivery and management of IT services within the organisation, ensuring alignment with business objectives and adherence to
ITIL and SIAM frameworks
. This role involves managing the change process, ensuring effective communication and coordination across teams, and driving continuous improvement in service delivery.

#Key Responsibilities:

Service Management:

• Oversee the delivery of IT services, ensuring they meet agreed service levels and business requirements.
• Manage the execution of key ITIL processes, including incident, problem, and service request management.

Problem Process Ownership:

• Recognize and log recurring or significant issues affecting IT services.
• Conduct thorough analyses to identify the root causes of problems.
• Propose and implement solutions to resolve identified problems and prevent their recurrence.
• Collaborate with other IT teams and stakeholders to ensure effective problem resolution.
• Monitor the effectiveness of implemented solutions and provide detailed reports on problem management.

Release Process Ownership:

• Plan and coordinate the release of new features, updates, and patches.
• Ensure all releases are thoroughly tested and validated before deployment.
• Manage the deployment process of releases, minimizing impact on existing services.
• Maintain accurate and up-to-date documentation of all releases, including technical details and service impacts.
• Inform stakeholders and end-users about changes and improvements brought by releases.

Change Process Ownership:

• Act as the Change Process Owner, responsible for managing and improving change management processes.
• Ensure changes are assessed, authorised, and implemented in a controlled manner to minimise risk and impact on services.
• Coordinate with stakeholders to ensure effective communication and collaboration during change implementation.

SIAM Framework Implementation:

• Manage Service Integration and Management (SIAM) practices to ensure seamless service delivery across multiple service providers.
• Collaborate with external vendors and internal teams to ensure service integration aligns with business objectives.

Continuous Improvement:

• Drive continuous improvement initiatives to enhance service delivery and operational efficiency.
• Analyse service performance metrics and implement corrective actions as needed.

Stakeholder Management:

• Build and maintain strong relationships with business stakeholders, ensuring their needs are understood and met.
• Provide regular updates and reports on service performance and improvement initiatives.

Team Leadership:

• Lead and mentor a team of IT service professionals, fostering a culture of collaboration and excellence.
• Ensure team members are trained and equipped to deliver high-quality services.

#OurRequierements

Key Qualifications

To qualify for the role, you must have:

• Fluent in English.
• Preferred Bachelor's degree in Information Technology, Computer Science, or a related field or STEM.
• Proven experience in IT service management, with a strong understanding of ITIL and SIAM frameworks.
• Multi year experience in managing change processes within an IT environment.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Leadership experience with the ability to manage and motivate a team.

Preferred
Qualifications

• ITIL certification (e.g., ITIL Foundation, ITIL Practitioner).
• Experience with SIAM implementation and management.

#WhoWeAreLookingFor

Individuals who have a
strong will
to expand their knowledge of new technologies, a
passion
to grow within the company and
aspirations
for career growth. At Deloitte we foster a consultative culture because the best decisions are made in collaboration with others. We approach our work with a collaborative mindset, teaming across businesses, geographies, and skill sets to deliver tangible, measurable, attributable impact. These are not aspirations, but principles that we all commit to today and every day.

#WhatWeOffer

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits:

Modern hybrid workplace, characterized by flexibility and Smart Working

Empowered well-being: We provide multiple program offerings to support your well-being needs (flexible working arrangements, extra days of leave, parental allowances)

Engagement within international large-scale teams and projects, with opportunities to travel for training or client purposes.

Constant opportunities for learning with unlimited access to internal and external learning platforms and sponsored certificates aligned with business needs and technology trends

Challenging and innovating environment where personal development and growth are encouraged, always with transparency and trust

Diverse culture and active communities that enable you to bring yourself to work

Team Building and Corporate Social Responsibility Activities

A buddy to support you with your onboarding

Extra days of annual leave

Private medical health insurance plan

Ticket restaurant card

Exclusive Discounts to several retail providers, restaurants and others

Mobile phone

Fresh fruits and unlimited coffee everyday at our offices

Please note that all the well-being benefits mentioned above are subject to annual review