About the Role
At Quento, 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, 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. Quento Technologies seeks a highly motivated and experienced Service Delivery Manager.
Responsibilities
•Manage the delivery of infrastructure, cloud, workplace, and platform services, ensuring service continuity, performance, and compliance with agreed service levels
•Coordinate internal technical teams and third-party service providers to ensure timely incident resolution, service availability, operational excellence, and continuous service improvement
•Act as the primary point of contact for stakeholders, monitoring and reporting on service performance through SLAs, KPIs, and operational metrics, while ensuring effective governance, risk management, and alignment with business requirements
•Own the end-to-end delivery of managed services, ensuring contractual commitments, service scope, quality standards, and customer expectations are consistently met
•Act as the primary operational point of contact for the customer, managing day-to-day service matters, expectations, escalations, and overall customer satisfaction
•Ensure that all activities and duties are carried out in full compliance with regulatory requirements and support the continued implementation of the Group Anti-Bribery and Corruption Policy
Requirements
•Bachelor's degree in Information Technology, Computer Science, or a related field
•Valid ITIL Managing Professional (ITIL MP) or ITIL 4 Strategic Leader (ITIL SL) certification is mandatory
•At least five (10) years of professional experience in managing support services, including coordination of multidisciplinary teams, stakeholder engagement, SLA/KPI tracking, continuous service improvement, service catalogue lifecycle management, and vendor governance across complex environments
•Proven experience managing the delivery of infrastructure, cloud, and managed services environments, ensuring service continuity and performance
•Experience overseeing system patching, compliance, security, and network infrastructure services across Windows and Linux environments
•Proven experience monitoring service delivery through SLAs and KPIs, coordinating technical teams and third-party vendors, and maintaining strong stakeholder relationships
•Experience managing services within complex multi-stakeholder environments, ensuring effective coordination between business stakeholders, technical teams, and external service providers
•Good command of both English (equal to B2 according to CERF) and French (equal to A2 according to CERF)
Conditions
•This role is an on-site opportunity in Luxembourg
•CV must be submitted in English
