Hybrid Service Manager, Italian Speaking

at Qualco Technology

• Job title: Service Manager, Italian Speaking
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Go
• Location requirements: Hybrid, Athens, Greece

About the role

• Service Manager part of Qualco's Service Delivery team ensuring client satisfaction and service compliance. Engaging with strategic clients in Athens to meet business needs.

Responsibilities

• Raise, manage and resolve incidents as well as change requests within the production operation environment (post-Go-Live) with a focus on ensuring minimal client business impact and maximum client satisfaction;
• Manage the support SLAs ensuring that wider client contracts are being adhered to;
• Act as the key liaison between the client and Qualco;
• Ensure relevant KPIs are established, agreed and measured regularly with the client;
• Share common KPIs with other Qualco stakeholders (Business Development, Product, Solution Design) about customer satisfaction, customer retention and long-term customer profitability;
• Carry out the corresponding reporting & communication to all related stakeholders;
• Perform root cause analysis of incidents to prevent recurrence;
• Identify and propose client support process improvements, such as known errors and incident workaround knowledge base;
• Identify the key client stakeholders at the day-to-day, operational level and nurture them in order to transform this User Group to Qualco supporters and ambassadors;
• Ensure the end client receives the correct mix of services from Qualco services portfolio in order to increase operational efficiency;
• Develop further and strengthen a culture of excellent client service to all internal stakeholders;
• 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.

Requirements

• BSc Degree in Information Technology, Computer Science or equivalent;
• 5 years of experience in similar role in the SW or Banking Industry;
• Understanding of S/W development and working knowledge of Debt Management software, will be considered an asset;
• Project Management, strong communication and interpersonal skills, problem-solving ability and negotiation skills;
• Experience in working in cross-functional, multicultural teams in a fast-paced, dynamic environment and a high level of ownership;
• ITIL qualification or good familiarity with ITIL;
• Excellent knowledge of the English and Italian languages both oral and written communication skills.

Benefits

• Competitive compensation, ticket restaurant card, and annual bonus programs.
• Cutting-edge IT equipment, mobile, and data plan.
• Modern facilities, free coffee, beverages, and indoor parking.
• Private health insurance, onsite occupational doctor, and workplace counselor.
• Flexible working model.
• Onsite gym, wellness facilities, and ping pong room.
• Career and talent development tools.
• Mentoring, coaching, personalised annual learning, and development plan.
• Employee referral bonus, regular wellbeing, ESG, and volunteering activities.