IT Service Manager

At Quento, the ICT arm of the Qualco Group, we deliver comprehensive and innovative solutions across AI, Digital Engineering, Cloud, and Cybersecurity, helping businesses accelerate digital transformation. With a presence in Greece, Luxembourg, and Belgium, and backed by the expertise of the Qualco Group, we combine deep technical knowledge with strategic partnerships to support business growth.

Quento Technologies seeks a highly motivated and experienced IT Service Manager for the service, operations design and development. At Quento, we empower our people to innovate and lead in delivering transformative ICT solutions to our clients worldwide. Our high-performing, dynamic, and collaborative environment fosters professional growth at every stage.

Your responsibilities will entail:

• Service and Operations Design & Development

• Service Model Design

• Define service catalog
• Definition of key operational processes based on ITIL (Incident mgmt., Change mgmt., Problem mgmt. Availability and Capacity Mgmt. etc.)

• Setup of operations, tools and teams to execute the ITIL processes

• Operational Oversight

• Oversee incident, problem, and change management processes.

• Define and monitor KPIs and service performance metrics.

• Drive continuous improvement initiatives for service efficiency and quality.

• Stakeholder Management

• Liaise between technical teams, business units, and customers

• Engage with customers to understand needs and translate them into service features.

• Communicate service capabilities and changes to stakeholders.

• Service Ownership:

• Own end-to-end service delivery for assigned services

• Act as the primary point of contact for service-related issues and escalations

• Define and maintain and report Service Level Agreements (SLAs)

• 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.

• Bachelor's degree in Computer Science, Engineering, Information Technology, or related field.
• At least 5 years experience in Service Management activities.
• Experience with IT service management frameworks (e.g. ITIL).
• Desired experience in using and configuring ServiceNow.
• Excellent communication and stakeholder management skills.
• Desired project management experience and skills (Agile and/or traditional).
• Desired knowledge and experience in AI applications.

Your Life @ Qualco

On top of challenging work environment, we are offering:

Competitive compensation, ticket restaurant card, and annual bonus programs

Cutting-edge IT equipment, mobile and data plan

Modern facilities, free coffee and beverages, indoor parking, and company bus

Private health insurance, onsite occupational doctor, and workplace counselor

Flexible working model, hybrid 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

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

Disclaimer: Quento 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.