Service Manager (Fintech)

TL;DR

Service Manager (Fintech): Managing client service delivery and operational stability for financial sector clients with an accent on SLA compliance, incident management, and stakeholder communication. Focus on optimizing production environments, leading root cause analysis, and improving service profitability.

Location: Hybrid in Athens, Greece

Company

Technology arm of hirify.global providing innovative software solutions for the financial sector globally.

What you will do

• Manage incident, change request, and vendor processes in live production environments to minimize business disruption.
• Ensure strict compliance with support SLAs and contractual obligations.
• Act as the primary liaison between clients and internal stakeholders at Qualco.
• Define, track, and report on KPIs to monitor service performance and customer satisfaction.
• Lead root cause analysis initiatives to proactively prevent recurring incidents.
• Drive process improvements and enhance the financial viability of delivered services.

Requirements

• Bachelor’s degree in IT, Computer Science, or a related field.
• Minimum 2 years of experience in service management or customer success, ideally in fintech or SaaS.
• Proficiency in ITIL practices (Incident, Problem, Change, and Service Level Management).
• Strong project management, communication, and negotiation skills.
• Fluent English with excellent written and verbal communication skills.
• Must be based in or able to work in a hybrid model in Athens, Greece.

Nice to have

• Experience working in cross-functional, multicultural teams.
• Familiarity with digital banking products such as cards, e-wallets, and mobile banking.
• Understanding of fintech regulatory and compliance frameworks.

Culture & Benefits

• Human-centered culture based on mutual respect, trust, and cooperation.
• Competitive compensation, annual bonus programs, and ticket restaurant card.
• Flexible hybrid working model with home equipment benefits.
• Private health insurance, onsite occupational doctor, and workplace counselor.
• Onsite gym, wellness facilities, and ping pong room.
• Career development tools, including mentoring, coaching, and personalized learning plans.