Service Manager

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Our client is is an expert provider of debt portfolio management systems and technology-enabled services, covering all aspects of the debt collections and recoveries life-cycle.

With more than 20 years of proven experience, the company​ is a leading Fintech solutions provider, offering a wide range of analytics-driven, highly scalable enterprise software solutions in over 35 countries worldwide. Their end-to-end technology solutions cover a wide range of needs for Banking, Financial Services, Utilities, Insurance, Retail organisations, and beyond.

With their development center in Greece, a strong business development and operations center in the United Kingdom and offices in France, Cyprus and Brazil, they support over 70 clients in more than 15 countries to accurately value their debt portfolios, streamline their collections operations and improve performance.

Currently, the are looking for a Service Manager to join their Service Management team in Athens. The role will engage directly with their clients to ensure company delivers on their contractual commitments, whilst ensuring their services are aligned to meet customers’ business needs.

Responsibilities:

• Raise, manage and resolve incidents as well as change requests within the production operation environment (post-Go-Live) with a focus on ensuring minimal client business impact and maximum client satisfaction;
• Manage the support SLAs ensuring that wider client contracts are being adhered to;
• Act as the key liaison between the client and company;
• Ensure relevant KPIs are established, agreed and measured regularly with the client;
• Share common KPIs with other company stakeholders (Business Development, Product, Solution Design) about customer satisfaction, customer retention and long-term customer profitability;
• Carry out the corresponding reporting & communication to all related stakeholders;
• Perform root cause analysis of incidents to prevent recurrence;
• Monitor Service financial viability;
• Identify and propose client support process improvements, such as known errors and incident workaround knowledge base;
• Identify the key client stakeholders at the day-to-day, operational level and nurture them in order to transform this User Group to company supporters and ambassadors;
• Ensure the end client receives the correct mix of services from company services portfolio in order to increase operational efficiency;
• Develop further and strengthen a culture of excellent client service to all internal stakeholders;
• KPI conformance, customer reporting

​Requirements:

• BSc Degree in Information Technology, Computer Science or equivalent;
• 5 years of experience in similar role in the Fintech Industry;
• Understanding of S/W development and working knowledge of Debt Management software, will be considered an asset;
• Project Management, strong communication and interpersonal skills, problem-solving ability and negotiation skills;
• Experience in working in cross-functional, multicultural teams in a fast-paced, dynamic environment and a high level of ownership;
• ITIL qualification or good familiarity with ITIL;
• A firm command of the English language and excellent oral and written communication skills.