IT Service Delivery Manager

Sword Services Greece is an IT Services and Software Solutions provider, delivering technology solutions to European public-sector organizations and leading private companies.

As our portfolio continues to grow, we are looking for a tech professional to join our IT Service Management team. The successful candidate will work in a multinational environment, supporting the delivery and evolution of IT services and contributing to digital transformation initiatives across large European public institutions and private organizations.

If you are looking for an opportunity to work on challenging projects in an international environment, we would be happy to hear from you.

What you will do...

• Service delivery and SLA management

Own service level management for the contract and ensure that all agreed SLAs and performance metrics are met.

Lead the day-to-day operations of the service delivery team and monitor service performance,

proactively addressing risks, delays and recurring issues.

Act as the escalation point for critical incidents and service-related issues, maintaining visibility

until full resolution.

Coordinate internal teams — client care, service coordination, technical support, engineering

and operations — and ensure stakeholders remain aligned throughout the resolution process.

Act as a mandatory escalation contact for crisis management and severe service outages.

• Portfolio management and governance

Chair the Portfolio Management meeting with the client programme and portfolio managers.

Receive and assess requests for new activities, classify them (new service, service improvement

or new IT system intake) and manage delivery against the resulting project portfolio and

milestones.

Prepare and present service performance reports, SLA achievement and KPIs, with

recommendations and action plans for the contracting authority and internal stakeholders.

Support contract governance, operational reviews and structured communication with the

contracting authority throughout the service lifecycle.

• Customer relationship and service improvement

Build and maintain strong working relationships with the client’s officials and stakeholders, understanding their expectations, priorities and business challenges.

Lead regular service review meetings and ensure customer satisfaction through proactive

communication and follow-up.

What is your experience...

Bachelor’s degree in information technology or computer science

Professional certification in at least one of: ITIL v3/v4, COBIT, PMP, PRINCE2 or equivalent

10+ years of experience in IT Service delivery or operations management, with a track record in

managing SLAs and compliance with performance metrics

End-to-end portfolio management, including daily operations and the implementation of process

improvements

Commercial and financial awareness of contract delivery

Excellent stakeholder management and communication skills, with the ability to translate

technical issues into clear business impact.

Proactive, solution-oriented mindset with strong organizational and coordination abilities, and

the capacity to manage multiple stakeholders simultaneously.

Customer-centric thinking and excellent written and spoken English.

Behavioral Attributes...

• Strong analytical and problem-solving mindset.
• Ability to translate business needs into effective technical solutions.
• Strong communication and collaboration skills.
• Ability to work both independently and as part of international Agile teams.
• Strong sense of ownership, accountability, and attention to detail.
• Proactive attitude with a continuous learning mindset.

Our Culture...

At Sword, our values define how we behave towards our colleagues and clients, and those are Respect and Collaboration. We believe that together we achieve more! Grasp a taste of our daily life at Sword Services Greece Experience page on LinkedIn.

Please submit your CV in English. All applications will be treated as strictly confidential.

At Sword, we are dedicated to fostering a diverse and inclusive workplace, and we ensure that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. As part of our culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our everyday working experience. If you don't tick all the boxes but feel you have some of the relevant skills and experience we're looking for, please do consider applying and highlight your transferable skills and experience. If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.