Senior Service Manager
QualcoWith more than 20 years of proven experience, QUALCO Group stands as a leading provider of Fintech solutions and ICT services, delivering analytics-driven, highly scalable enterprise software solutions in over 35 countries. The Group’s end-to-end technology and ICT services address diverse needs across Banking, Financial Services, Government, Utilities, Insurance, Retail, and more.
Quento Technologies, the ICT services arm of QUALCO Group, seeks a highly motivated and experienced Senior Service Manager for the service and operations design and development. At Quento, we empower our people to innovate and lead in delivering transformative ICT solutions to our clients worldwide. Our high-performing, dynamic, and collaborative environment fosters professional growth at every stage.
Your responsibilities will entail:
- Service and Operations Design & Development
- Service Model Design
- Define service catalog
- Definition of key operational processes based on ITIL (Incident mgmt., Change mgmt., Problem mgmt. Availability and Capacity Mgmt. etc.)
- Setup of operations, tools and teams to execute the ITIL processes.
- Operational Oversight
- Oversee incident, problem, and change management processes.
- Define and monitor KPIs and service performance metrics.
- Drive continuous improvement initiatives for service efficiency and quality.
- Stakeholder Management
- Liaise between technical teams, business units, and customers
- Engage with customers to understand needs and translate them into service features.
- Communicate service capabilities and changes to stakeholders.
- Service Ownership
- Own end-to-end service delivery for assigned services
- Act as the primary point of contact for service-related issues and escalations.
- Define and maintain and report Service Level Agreements (SLAs).
- 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.
Requirements
- Bachelor’s degree in Computer Science, Engineering, Information Technology, or related field.
- Mainly experience in service and operations design of IaaS.
- Solid understanding of:
- Virtualization technologies (VMware, Hyper-V, KVM, etc.)
- Public/private/hybrid cloud platforms (AWS, Azure, Google Cloud, OpenStack)
- Networking, storage, and compute concepts.
- Experience with IT service management frameworks (e.g. ITIL).
- Knowledge of security and compliance in infrastructure environments.
- Excellent communication and stakeholder engagement skills.
- Project management capabilities (Agile and/or traditional).
- Desirable experience with AI as a service
Benefits
Your Life @ Qualco
On top of challenging work environment, we are offering:
💸 Competitive compensation, ticket restaurant card, and annual bonus programs
💻 Cutting-edge IT equipment, mobile and data plan
🏢 Modern facilities, free coffee and beverages, indoor parking, and company bus
👨⚕ Private health insurance, onsite occupational doctor, and workplace counselor
🏝️ Flexible working model, hybrid benefits & home equipment benefits
🤸♂️ Onsite gym, wellness facilities, and ping pong room
💡 Career and talent development tools
🎓 Mentoring, coaching, personalized annual learning and development plan
🌱 Employee referral bonus, regular wellbeing, ESG and volunteering activities
Your race, gender identity and expression, age ethnicity or disability make no difference in Quento We want to attract, develop, promote, and retain the best people based only on their ability and behavior.
Disclaimer: Quento collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any third parties. For more details on the processing of your personal data during the Recruitment procedure, please be informed in the Recruitment Notice, before the submission of your application.
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