Senior Service Manager

2 days ago

Athens, Attica, Greece Qualco Full time €60,000 - €80,000 per year
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
  • 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.
BenefitsYour benefits

Qualco

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