Senior Service Manager

Qualco Group; Kentucky; Hybrid; USD 95,000 - 140,000; Full time

Benefits offered by this job

Competitive compensation

Private health insurance

Flexible working model

Onsite gym access

Job summary

Quento Technologies S.A., the ICT arm of Qualco Group, seeks a Senior Service Manager to lead ITSM operations globally. You will own incident, change and vendor management, ensure SLAs, and report on KPIs while partnering with Business Development, Product and Solution Design.

The role requires 8+ years in IT Service Management, ITIL and ServiceNow expertise, and strong leadership to drive continuous improvement across internal teams.

Qualifications

• Bachelor’s degree in IT, Computer Science or related field or equivalent experience.
• 8+ years of experience in IT Service Management or related roles.
• Proven ability to manage end-to-end IT service delivery and align with business objectives.
• Strong ITIL knowledge and experience in leading L2/L3 support teams.
• Hands-on use of ServiceNow for workflows, CMDB and service catalog management.

Responsibilities

• Own incident, change request and vendor management processes with minimal disruption.
• Manage support SLAs and ensure compliance with contractual obligations.
• Serve as primary liaison between client and internal stakeholders.
• Define and report KPIs, drive service improvements and prevent incidents.
• Lead service transition activities for new services and changes.

Skills

ITSM

Incident management

Vendor management

KPI reporting

Stakeholder liaison

Education

Bachelor’s degree in IT/CS

Tools

ServiceNow

Job description

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.

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience);
• 8+ years of experience in IT Service Management or related roles;
• Responsible for managing end-to-end IT service delivery and ensuring alignment with business objectives;
• Lead IT service delivery operations, ensuring services meet SLA and KPI targets;
• Handle advanced incident resolution and service requests escalated from Level 1 support;
• Perform in-depth troubleshooting and root cause analysis for recurring issues;
• Maintain knowledge base articles and known error database (KEDB);
• Manage incident, problem, and change management processes aligned with ITIL framework;
• Proven experience on leading L2/L3 level support teams;
• Ensure service quality, availability, and performance, addressing service issues proactively;
• Act as the primary point of contact for business stakeholders and customers;
• Drive continuous service improvement initiatives based on performance metrics and feedback;
• Monitor and report on service performance, trends, and improvement opportunities;
• Lead service transition activities including new services, releases, and changes;
• Ensure compliance with IT governance, security, and regulatory requirements;

Additional Qualification, knowledge and skills:

• Oversee ServiceNow platform usage, including workflows, CMDB, and service catalog management;
• Strong hands-on experience with ServiceNow (ITSM modules);

Must have a relevant certification, such as

• ITIL Foundation / ITIL 4 Managing Professional (highly desirable);
• ServiceNow certifications (e.g., CSA, CIS-ITSM);
• PMP / Agile certifications.

Your Life @ QualcoGroup

As a #Qmember, you will live out every day in a truly human-centered culture, based on mutual respect, trust, and cooperation. Your performance and commitment to our shared goals will be recognized, and there will be great opportunities to ensure your career growth.
Find out more about #LifeatQualco qualco.group/life_at_qualco_group

Join the #Qteam and enjoy:

Competitive compensation, ticket restaurant card, and annual bonus programs

Cutting-edge IT equipment, mobile, and data plan

Modern facilities, free coffee and beverages, and indoor parking

Private health insurance, onsite occupational doctor, and workplace counselor

Flexible working model

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 Qualco Group. We want to attract, develop, promote, and retain the best people based only on their ability and behavior.

Disclaimer: Qualco Group 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.