Senior Service Manager
Qualco, Greece
Job Description
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 SeniorService 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 amp; 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.
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 and a competitive salary, we are offering:
- Private health insurance plan
- Mobile telephony and data plan
- Free coffee and beverages
- Educational expenses for courses or books, anything to make you better
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 behaviour.
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