Service Manager (Fintech)

TL;DR

Service Manager (Fintech): Managing post-Go-Live production operations and client relationships for debt management software with an accent on SLA adherence, incident resolution, and KPI optimization. Focus on acting as the primary liaison between strategic clients and internal teams to ensure service excellence and regulatory compliance.

Location: Must be based in Athens, Greece (Hybrid)

Company

A technology provider with over 25 years of experience delivering innovative software solutions for the financial sector across 30+ countries.

What you will do

• Manage and resolve incidents and change requests in the production environment to minimize client business impact.
• Ensure adherence to support SLAs and maintain strong relationships with key client stakeholders.
• Establish, measure, and report on relevant KPIs to both clients and internal stakeholders.
• Perform root cause analysis of incidents to prevent recurrence and improve support processes.
• Collaborate with cross-functional teams including Product, Solution Design, and Business Development.
• Ensure all activities comply with regulatory requirements and internal anti-bribery policies.

Requirements

• BSc Degree in Information Technology, Computer Science or equivalent.
• 5 years of experience in a similar role within the software or banking industry.
• Excellent knowledge of English and Italian languages (oral and written).
• Strong project management, communication, and negotiation skills.
• Familiarity with ITIL framework.
• Ability to work in cross-functional, multicultural teams.

Nice to have

• Working knowledge of Debt Management software.
• ITIL certification.

Culture & Benefits

• Competitive compensation with annual bonus programs and ticket restaurant card.
• Private health insurance, onsite occupational doctor, and workplace counselor.
• Modern facilities including onsite gym, wellness room, and free beverages.
• Personalized annual learning and development plan with mentoring and coaching.
• Flexible working model in a human-centered, inclusive environment.