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 Services to EU Institutes and agencies. The ideal profile will have a mixture of customer facing skills and stakeholder management. He/she will be able to initiate and or facilitate business expansion via technology and will have the drive to be an all-around player in field.

Duties & responsibilities

• Deliver the Operational execution of FwCs (Framework Contracts) within the frame of the defined SLAs for European Institutions and International Projects.
• 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, defined KPI’s/SLAs and contractual obligations.
• Identify and manage engagement risks and proactively flag major issues.
• Setup, manage and support involved teams on a day to day basis.
• Monitoring the performance on a daily basis and further optimize efforts and costs.
• Manage customer expectations and relationship.
• Prepare and participate in the weekly/monthly engagement meetings/reports.
• Participate in the preparation of customer proposals and statements of work.
• Contribute to analyzing client processes and introduce innovative solutions that leverage technology to provide efficiency improvements and better user experience.
• Be the client's Ambassador internally, ensuring that the client's issues are addressed on time and successfully.
• Measure and Improve Customer Satisfaction to achieve exceptional Customer Experience.
• Develop a partnership with the client and support sales activities in order to propose technological solutions and identify opportunities that support growth.

Required Skills

• BS/BEng Degree in a related field such as Computer Science or Engineering.
• 7+ years of experience with significant part in ICT Service delivery and/or Service Desk/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.
• ITIL v3 or v4 Foundation Certification.
• Ability to travel.

 Preferred Skills

• Good knowledge of Public Cloud Related projects and services (O365, PowerApps, Azure or AWS) and/or certifications (Architect level).
• Good knowledge of Infrastructure, Data Center and Cloud solutions.
• Good knowledge of scripting and IAAC.
• Good knowledge of Configuration Management processes and CMDB solutions.
• Experienced in delivering solutions via CI/CD.
• Familiarity with compliance and security standards such as ISO 9001, 27001.
• Familiarity with data privacy regulations (GDPR) and best practices.
• Project Management Experience and Certifications (CAPM, PMP, Prince2 etc.).