Senior Service Manager

Senior Service Manager

With 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.