Job description
Our UniQue Managed Services Department is growing and we are looking for a Service Manager to join us.
What will you be bringing to the team?
- Manage and report on service management processes (Incident Management, Problem Management, etc.).
- Manage and report team progress related to the work efforts of all responsible areas
- Coordinate tasks and drive actions across teams within a consortium and with external partners in a multinational/global environment.
- Apply Service and project management skills to lead incidents and problem tickets resolution.
- Oversee and govern support activities performed by managed service providers and other vendor resources.
- Manage high priority incidents and systems issues. If required, assist the team in troubleshooting and diagnosing problems and engage other internal and external resources to ensure timely resolution. Communicate with customer business users and executive stakeholders, providing status updates on issues and resolution plans.
- Coordinate and prepare project/service management activities, ensure that all project/service targets, goals and deadlines are met
- Evaluate potential risk in project/service
- Ensure the smooth communication with the clients, build trust relationships and follow up to identify areas of improvement
- Act as point of contact and communicate project/service status to all parties
- Monitor client service on a daily basis (technical accuracy and response times)
- Produce monthly reports for the service level against SLA’s, evaluate team’s performance against KPIs
- Ensure high quality client support by using ITIL best practices
- Participate in Presales activities
What do you need to succeed in this position?
- University/College degree in Computer Science, Information Technology or other relevant discipline
- 3+ years of experience as a technical resource in ICT field.
- 3+ years of working experience in the design, operation and management of ICT services preferably based on a known ITSM Platform
- 2+ years of experience in managing team (either as Project Manager or as Team Leader/Manager)
- Excellent knowledge of English language (written and verbal)
- Professional certifications (ITIL foundation, ITIL Intermediate, ITIL expert, PMP, PRINCE2, SixSigma, etc)
- Availability/flexibility to travel abroad
- Fulfilled military obligations (for male candidates)
What are we offering to our UniQue IT people?
- People-first approach and open environment to express your ideas
- Ticket restaurant – meal vouchers
- Corporate laptop and equipment
- Corporate mobile phone subscription
- Work-life balance and a hybrid #li-hybrid work model
- Health and insurance plan for you and your family members
- Employee consulting and guidance support by Hellas EAP
- Continuous training and certifications
- Discounts on the services and products of our Group’s companies
- Gift vouchers for major life milestones
- Special work schedule on summer Fridays and your birthday
