Service Manager

Service Manager | Full-time contract | Athens - GR Joining KEYES means giving purpose to your talent. Are you looking for an environment where technology is not an end in itself, but a lever to build a sustainable future? At KEYES , we are not just looking for technical expertise; we are looking for people who share our values. Do you want to continue your career and grow within one of Belgium’s leading IT companies? Join KEYES as a Service Manager! KEYES supports private and public organizations in Belgium and across Europe in their digital transformation by combining business expertise, technological mastery, and a long-term vision. We support large enterprises, the public sector, healthcare organizations, and SMEs in all their digital challenges : Infrastructure & Cloud Solutions, Cybersecurity Solutions, Business Software Solutions, Mainframe Solutions, Data & AI Solutions, Advisory Solutions, and Staffing Solutions. More information: www.keyes.eu YOUR MISSION 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. YOUR PROFILE 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. Do you recognise yourself in this description? Do you want to learn more? Apply now! You will be contacted shortly What if the mission isn’t an exact match for you? Let’s stay in touch! Sign up, and we may contact you for other future opportunities: https://keyescareers.eu/o/spontaneous-application OUR OFFER A permanent contract with a compensation package that includes private medical insurance, meal vouchers, mobile plan, etc. Learning opportunities, in-house trainings, continuous coaching. Fun, respectful and supportive work environment that promotes work-life balance. Mobility opportunities to work abroad, in case of interest, as we have various job openings in our Group. Teleworking opportunities (up to 4 days a week) #LI-GP1