Service Manager

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Service Manager | Full-time contract | Athens - GR

This position is for a large project implementing extensive requirements and business processes in the scientific and regulation area. The Service Manager performs a wide range of duties including the following:

• Support the setting up and correct delivery of services at the appropriate level of quality, acting as a point of contact for communication and reporting (i.e. application management service);
• Design and integrate multiple IT services & suppliers into a single end-to-end business facing service;
• Transition services into operations. Enhance and roll out existing services with newly developed modules and additional functionality;
• Create and maintain transition plans through coordination amongst various teams;
• Coordinate communication with client and third parties to ensure delivery of services at the appropriate level of quality;
• Negotiate, define and document SLAs and OLAs with customers and third party providers;
• Ensure that SLIs, SLAs and OLAs are met and reported on a regular basis;
• Plan and monitor, prepare required project plans, manage risks, including the development of contingency plans, Issues and Dependency Logs;
• Identify opportunities for team development, conduct team meetings and problem resolution;
• Perform auditing and quality checking.
• Chair Change Advisory Board (CAB) meeting.

• In-depth understanding of the Service Management Framework accompanied by successful training/education by a competent institute, in the relevant subject;
• Certification of ITIL intermediate level relevant to managing services (or equivalent);
• Ability to work in an international/multicultural environment;
• At least 7 years of proven experience in IT, of which minimum 3 years are hands-on experience in any of the following service operation areas: event management, access management, request fulfilment, problem management, and incident management. It will be beneficial to have public sector work experience (e.g. contracts, projects, programs);
• Experience with transitioning of newly developed IT products into operations preferably hosted in a public Cloud provider (e.g. Azure);
• Good knowledge of Agile s/w development methodologies;
• Ability to manage multiple suppliers of IT Services to provide a single business-facing IT service (multi-sourcing);
• Knowledge of Service management and team collaboration software (e.g. Microsoft Project, Azure DevOps, Microsoft SharePoint Server);
• Command of tools that support the service management lifecycle (e.g. BMC Remedy);
• Software development methods know-how (such as RUP, SCRUM, Software prototyping);
• Excellent writing skills – the individual will be required to produce professional reports;
• Ability to converse with people of differing technical expertise – a great balance of technical, commercial and people skills is required; ability to manage the client’s expectations;
• Ability to organize and prioritize tasks as well as plan and delegate responsibilities;
• Capacity to visualize and solve complex problems and concepts, and make disciplined decisions based on available information;
• Continuous focus on the whole life of service delivery - design, development, delivery and operation;
• Ability to have an overall perspective on business issues, events, activities and an understanding of their wider implications and long-term impact;
• Excellent communication and organizational skills as well as sound judgement, and the ability to discern key issues and deal with them effectively;
• Excellent command of English both written and spoken;
• Flexibility for travel and able to work in an international and multi-cultural environment.

Why Trasys Greece?

• Strong team spirit attitude.
• Dynamic, intelligent, agile and talented teams.
• Large-scale challenging international projects.
• Allows you to take the ownership of your work from the beginning, having specific responsibilities.
• Active presence in various IT communities (MoT, Angular, JHUG, etc.).

Trasys Greece, part of NRB Group, is an equal opportunity employer who welcomes applications from all sections of society and do not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.