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2 дня назад

Senior Service Manager (ITSM)

Формат работы
hybrid
Тип работы
fulltime
Грейд
senior
Английский
b2
Страна
Greece
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR

Senior Service Manager (ITSM): Managing IT service delivery, incident, and change management processes with an accent on SLA compliance and vendor management. Focus on driving continuous service improvement, leading L2/L3 support teams, and optimizing ServiceNow workflows.

Location: Hybrid (Athens, Greece)

Company

The ICT arm of hirify.global, providing comprehensive solutions across AI, Digital Engineering, Cloud, and Cybersecurity to accelerate digital transformation.

What you will do

  • Own incident, change request, and vendor management processes to ensure minimal business disruption and high client satisfaction.
  • Manage support SLAs and report on KPIs, collaborating with clients to review service performance.
  • Serve as the primary liaison between clients and internal stakeholders at Qualco.
  • Lead root cause analysis initiatives and maintain knowledge base articles and known error databases (KEDB).
  • Align with Business Development, Product, and Solution Design departments on customer retention and profitability.
  • Monitor and enhance the financial viability of delivered services while ensuring regulatory compliance.

Requirements

  • Bachelor’s degree in IT, Computer Science, or a related field.
  • 8+ years of experience in IT Service Management (ITSM) or related roles.
  • Proven experience leading L2/L3 level support teams and managing end-to-end IT service delivery.
  • Strong hands-on experience with ServiceNow (ITSM modules), including CMDB and service catalog management.
  • Proficiency in incident, problem, and change management processes aligned with the ITIL framework.
  • Must be based in Athens, Greece for a hybrid work arrangement.

Nice to have

  • ITIL Foundation or ITIL 4 Managing Professional certification.
  • ServiceNow certifications (e.g., CSA, CIS-ITSM).
  • PMP or Agile certifications.

Culture & Benefits

  • Competitive compensation, annual bonus programs, and ticket restaurant card.
  • Private health insurance, onsite occupational doctor, and workplace counselor.
  • Modern facilities with an onsite gym, wellness facilities, and indoor parking.
  • Flexible working model and cutting-edge IT equipment.
  • Personalized annual learning and development plans, mentoring, and coaching.

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