Senior Service Manager

Location: Athens, Attica, Greece; Hybrid workplace

Company

hirify.global’s ICT arm, Quento Technologies, delivers solutions across AI, digital engineering, cloud, and cybersecurity to support digital transformation.

What you will do

• Own incident, problem, change request, vendor management, and service delivery processes.
• Manage support SLAs, service quality, availability, performance, and KPI reporting.
• Act as the primary liaison between clients, business stakeholders, and internal Qualco teams.
• Lead advanced incident resolution, troubleshooting, root cause analysis, and prevention of recurring issues.
• Drive service transition and continuous improvement initiatives, including known error databases, workarounds, and knowledge base content.
• Oversee service performance, customer satisfaction, operational efficiency, profitability, and compliance.

Requirements

• Bachelor’s degree in IT, Computer Science, or a related field, or equivalent experience.
• 8+ years of experience in IT Service Management or related roles.
• Experience leading end-to-end IT service delivery and L2/L3 support teams.
• Strong knowledge of incident, problem, and change management aligned with the ITIL framework.
• Hands-on experience with ServiceNow ITSM modules, workflows, CMDB, and service catalog management.
• Relevant certification such as ITIL Foundation or ITIL 4 Managing Professional, ServiceNow CSA/CIS-ITSM, PMP, or Agile certification.

Culture & Benefits

• Human-centered culture based on mutual respect, trust, and cooperation.
• Competitive compensation, restaurant card, and annual bonus programs.
• Private health insurance, occupational doctor, and workplace counselor.
• Flexible working model, modern facilities, onsite gym, wellness facilities, and indoor parking.
• Career development through mentoring, coaching, and personalized annual learning plans.
• IT equipment, mobile and data plan, employee referral bonuses, and wellbeing activities.