ICT Senior Service Delivery Manager About the company OTE Group is the largest technology company in Greece and a member of the Deutsche Telekom Group. Through technology and innovation, we work to create a better world for all.  Diversity, inclusion and equality are at the core of our corporate culture. This is the reason why we create an equal working environment in which our people can excel for their expertise, professional experience, conscientiousness, and responsibility. Become part of our network and let’s create your future together! About the role The candidate will be responsible for the Service Delivery of NW Services to EU Institutes and agencies. Duties & responsibilities • Deliver and set up NW Services successfully - Operational execution of the Framework Contracts within the frame of the defined SLAs • Participate in overall project management, time & resources estimation and required scheduling to successful Service Delivery • Ensure that Services are delivered in compliance with the in-place processes/methodologies and defined KPI’s/SLAs and contractual obligations • Identify and manage engagement risks and flag major issues early • Setup, Manage and Support teams in Hybrid and Agile Models on a day to day basis • Monitoring the performance on a daily basis and further optimize effort and costs • Manage customer expectations and relationship • Contribute to and manage engagement and process improvements • Establish criteria concerning deliverability, performance, maintenance and costs. • Prepare and participate in the weekly/monthly engagement meetings/reports • Coordinate the preparation of customer proposals and statements of work • Address customer issues during an engagement • Make sure that the customer executes their contractual responsibilities on the engagements • Participate in analyzing client processes Introduce innovative solutions to business processes that leverage technology to provide marketing differentiation, efficiency improvements and better user experience Required Skills • BS/BEng Degree in a related field such as Computer Science or Engineering • 4+ years of experience with significant part in ICT Service delivery and/or NW/Technical Account management • Account/engagement management in EU Institutions and bodies as well as managing and working with partners and Hybrid teams • Ability to establish solid working relationships with clients, plus the ability to work effectively as a virtual member of a dynamic, dispersed team and to meet deadlines • Experience working with distributed teams on client side • Strong interpersonal, organizational, leadership and stakeholder management skills • Excellent oral and written communication skills, solid documentation, presentation and planning skills in English • Self-motivated, multitasking, reliable to deliver on time, a quick-thinker, able to work in a fast-paced work environment. • Knowledge of at least two ITSM tools (e.g. JIRA, ServiceNow, BMC Remedy etc) • ITIL v3 or v4 Foundation Certification • Ability to Travel Preferred/Nice to Have Skills • Knowledge of market and technology trends in the specific area • Familiarity with compliance and security standards and guidelines such as ISO 9001, 27001 etc will be considered as a plus • ITIL v3 or v4 Intermediate Certification • Familiarity with data privacy regulations (GDPR) and best practices • Project Management Experience and Certifications (CAPM, PMP, Prince2 etc) What we offer At OTE Group, we recognize and reward every effort without discrimination, through a wide range of benefits and programs for our people: Your benefits Competitive remuneration package Cafeteria benefits Company Mobile & Device Subsidies Fixed telephony, Internet & COSMOTE TV Packages Modern working environment, working laptop only Your balance Flexible working arrangements Private insurance for employees and their family members Family Care: Maternity, childbirth and parental leave to care for children, above the minimum required by law. Provided equally to working mothers & fathers Your wellness Health, safety & wellness programs: Exercise & Wellness Platform “The Coach” Wellness and sports activities, dietician appointments, medical check-ups, etc. OTE Group psychological service Your development We foster an empowering culture, encouraging our people to seize every opportunity to learn with the goal to achieve personal development, through: Unlimited access to digital learning platforms Percipio & Coursera Various f2f custom made learning academies Talent & rotation programs Your On-boarding Virtual new hire pre-boarding & onboarding program A buddy to support you in the first months working with us