About the role

Service Manager engaging with clients to ensure service delivery and satisfaction at Qualco. Overseeing incidents, managing SLAs, and collaborating cross-functionally in Athens.

Responsibilities

Own the incident, change request and vendor management processes within the client's live production environment (post-Go-Live), 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;
Ensure 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 information technology, Computer Science, or a related field;
Minimum of 2 years' experience in service management or customer success, ideally within a fintech, digital banking, or SaaS environment;
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.
**Nice to have:**
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;