Service Manager

Job description


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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;
  • 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.

Requirements

  • 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);
  • 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.