Service Manager

We are QUALCO, the technology arm of Qualco Group, with over 25 years of experience in delivering innovative solutions to the financial sector. We serve clients in over 30 countries, helping banks and other financial institutions manage credit and loans effectively while ensuring full regulatory compliance. Our advanced software leverages analytics, artificial intelligence, and digital technologies to support every stage of the credit and lending lifecycle, remaining at the forefront of fintech innovation.

We are seeking a Service Manager to join our Service Delivery team in Athens. In this role, you will engage directly with our clients to ensure we meet and exceed our contractual obligations while aligning our services with their evolving business needs.

You will act as the main point of contact between clients and internal teams, ensuring exceptional service delivery and long-term client satisfaction.

Key Responsibilities:

• Own the incident, change request and vendor management processes within the client's live production environment (post-Go-Live), ensuring minimal business disruption and high client satisfaction;
• Manage support SLAs, ensuring compliance with contractual obligations and service expectations;
• Serve as the primary liaison between the client and internal stakeholders at Qualco;
• Define, track, and report on relevant KPIs, collaborating with clients to review service performance;
• Align with internal departments (Business Development, Product, Solution Design) on customer satisfaction, retention, and profitability metrics;
• Provide structured and timely reporting to both internal and external stakeholders;
• Lead root cause analysis initiatives to proactively prevent recurring incidents;
• Propose and drive process improvements, including the creation of known error databases and incident workarounds;
• Build strong relationships with client-side operational stakeholders and develop them into advocates of Qualco’s services;
• Ensure clients benefit from the full breadth of our service portfolio to boost operational efficiency;
• Foster a culture of service excellence across internal teams;
• Monitor and enhance the financial viability of services delivered;
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.

Requirements:
• Bachelor’s degree in information technology, Computer Science, or a related field;
• Minimum of 2 years' experience in service management or customer success, ideally within a fintech, digital banking, or SaaS environment;
• Strong project management, communication, and negotiation skills;
• Analytical mindset with the ability to derive actionable insights from data;
• Proficiency in ITIL practices, especially Incident, Problem, Change, and Service Level Management;
• Fluent in English with excellent written and verbal communication skills.

Nice to have:

• Experience working in cross-functional, multicultural teams within a fast-paced environment;
• Familiarity with digital banking products (e.g., cards, e-wallets, mobile banking);
• Understanding of fintech regulatory and compliance frameworks;

Benefits:
Your Life @ Qualco
This role is a hybrid opportunity in Athens.

As a #Qmember, you will live out every day in a truly human-centered culture, based on mutual respect, trust, and cooperation. Your performance and commitment to our shared goals will be recognized, and there will be great opportunities to ensure your career growth.
Find out more about #LifeatQualco 👉🏼 qualco.group/life_at_qualco_group

Your benefits
Join the #Qteam and enjoy:

💸 Competitive compensation, ticket restaurant card, and annual bonus programs
💻 Cutting-edge IT equipment, mobile and data plan
🏢 Modern facilities, free coffee and beverages, indoor parking, and company bus
👨‍⚕ Private health insurance, onsite occupational doctor, and workplace counselor
🏝️ Flexible working model, hybrid benefits & home equipment benefits
🤸‍♂️ Onsite gym, wellness facilities, and ping pong room
💡 Career and talent development tools
🎓 Mentoring, coaching, personalized annual learning and development plan
🌱 Employee referral bonus, regular wellbeing, ESG and volunteering activities

Your race, gender identity and expression, age ethnicity or disability make no difference in Qualco. We want to attract, develop, promote, and retain the best people based only on their ability and behavior.

Disclaimer: Qualco collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any third parties. For more details on the processing of your personal data during the Recruitment procedure, please be informed in the Recruitment Notice, before the submission of your application.

#LI-Hybrid