Senior Service Manager

At Quento Technologies S.A., the ICT arm of the Qualco Group, we deliver comprehensive and innovative solutions across AI, Digital Engineering, Cloud, and Cybersecurity, helping businesses accelerate digital transformation. With a presence in Greece, Luxembourg, and Belgium, and backed by the expertise of the Qualco Group, we combine deep technical knowledge with strategic partnerships to support business growth.

At Quento Technologies S.A. we empower our people to innovate and lead in delivering transformative ICT solutions to our clients worldwide. Quento Technologies S.A. seeks a highly motivated and experienced Senior Service Manager to join our team.

A Day in the Life of a Senior Service Manager will include

• Own the incident, change request and vendor management processes, 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;
• Ensuring 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.