Senior Service Manager

With more than 20 years of proven experience, QUALCO is a leading Fintech solutions provider, offering a wide range of analytics-driven, highly scalable enterprise software solutions in over 35 countries worldwide. Our end-to-end technology solutions cover a wide range of needs for Banking, Financial Services, Utilities, Insurance, Retail organisations, and beyond.

We are looking for a Senior Service Manager to join our Service Management team in Athens. The role will engage directly with our strategic clients to ensure Qualco delivers on our contractual commitments, whilst ensuring our services are aligned to meet our customers’ business needs.

Join us and you will be working closely with clients and engage internal resources in order to:

• 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; and
• Optimize service financial viability.
• 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

• BSc Degree in Information Technology, Computer Science or equivalent;
• 8 years of experience in similar role in the Fintech 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;
• A firm command of the English language and excellent oral and written communication skills; and
• Italian, Spanish and/ or French would be considered as a plus.

Benefits

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 Qualco. We want to attract, develop, promote, and retain the best people based only on their ability and behavior.

Disclaimer: Qualco 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.

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