Job Description
- Lead and coordinate client facing helpdesk and infrastructure support teams to ensure SLA targets are met and deliver high-quality IT services to clients.
- Oversee daily IT Managed service delivery, managing infrastructure, systems, and applications to fulfill client’s agreed SLAs.
- Act as the main point of contact for clients during onboarding and ongoing service reviews, building strong client relationships.
- Drive collaboration among cross-functional teams of support engineers and cloud/infrastructure specialists.
- Implement and enhance ITIL-aligned workflows, leveraging KPIs to continuously improve service delivery.
- Promote the adoption of AI-powered support tools, such as automated ticket triage and predictive analytics, to optimize operations.
- Contribute to consultative sales efforts and assist in developing proposals for new opportunities.
- 5+ years in IT service delivery or managed services.
- Strong understanding of IT service management (ITSM) principles, and experience with frameworks like ITIL.
- Experience with helpdesk ops, cloud infrastructure, and client-facing models.
- Fluent in Greek and English.
- Strong problem-solving and analytical skills.
- Proven leadership of technical teams and client relationships.
- Experience with managing teams and coordinating cross-functional groups.
- Ability to understand client needs and align IT services with business goals.
- Work life-balance supported by a hybrid working model.
- Creativity sparked in collaborative office spaces.
- Career growth through local and global opportunities.
- Development advanced with continuous learning and professional certifications.
- Well-being cared for with extra leave days and wellness initiatives.
- Perspective valued in an inclusive team where your impact matters.
Job Description & Summary
We’re a team that transforms vision into tech-enabled reality. We look for those who see technology not just as tools or platforms, but as the invisible infrastructure behind strategy, performance, and growth. We turn bold ideas into scalable, secure, and human-centered solutions.
SHAPING TOMORROW
Make a real impact, today, and tomorrow, through work that matters. Here, you will tackle today’s toughest challenges with a future-focused mindset; so our clients turn to us first when it matters most.
Make a real impact
In this dynamic environment, we are looking for an ambitious and self-driven IT Service & Delivery Manager to join our IT Managed Services team.
- Lead and coordinate client facing helpdesk and infrastructure support teams to ensure SLA targets are met and deliver high-quality IT services to clients
- Oversee daily IT Managed service delivery, managing infrastructure, systems, and applications to fulfill client’s agreed SLAs
- Act as the main point of contact for clients during onboarding and ongoing service reviews, building strong client relationships
- Drive collaboration among cross-functional teams of support engineers and cloud/infrastructure specialists
- Implement and enhance ITIL-aligned workflows, leveraging KPIs to continuously improve service delivery
- Promote the adoption of AI-powered support tools, such as automated ticket triage and predictive analytics, to optimize operations
- Contribute to consultative sales efforts and assist in developing proposals for new opportunities
What you bring matters
- 5+ years in IT service delivery or managed services
- Strong understanding of IT service management (ITSM) principles, and experience with frameworks like ITIL
- Experience with helpdesk ops, cloud infrastructure, and client-facing models
- Fluent in Greek and English
- Strong problem-solving and analytical skills
- Proven leadership of technical teams and client relationships
- Experience with managing teams and coordinating cross-functional groups
- Ability to understand client needs and align IT services with business goals
Technical Skills
- Experienced in IT Service Management platforms such as Jira Service Management or ServiceNow, focusing on support operations and workflow management
- Familiar with cloud environments including Microsoft Azure, AWS, and Google Workspace, with tasks related to deployment, administration, and optimization
- Knowledgeable in remote monitoring and management (RMM) platforms, endpoint security solutions, and dashboard analytics for IT oversight
- Experience designing and implementing hybrid backup and disaster recovery strategies, including regular restore testing to support business continuity
- Provides remote support using tools such as Microsoft QuickAssist and TeamViewer for client issue resolution
- Manages SaaS platforms, particularly Microsoft 365 tenant administration and license optimization for service delivery
- Understands security and compliance standards, including GDPR, ISO 27001, and ITIL, and has experience with their implementation
- Utilizes automation, AI-powered support tools, and scripting to improve operational efficiency and service quality
BRING YOUR BEST, EVERYDAY
Your skills, integrity, and curiosity make the difference. At PwC Greece, we match that with an environment that brings out your best every day – supported by people who inspire, challenge, and grow with you.
What we offer goes beyond a competitive package. It’s about creating the conditions for you to learn, belong, and deliver impact. That means:
- Your work life-balance supported by a hybrid working model
- Your creativity sparked in collaborative office spaces
- Your career growing through local and global opportunities
- Your development advanced with continuous learning and professional certifications
- Your well-being cared for with extra leave days and wellness initiatives
- Your perspective valued in an inclusive team where your impact matters
Want to unlock new value by applying your unique perspective and talents? At PwC Greece, you lead by example. Our standards for quality and care are high – and together we surpass them. We redefine possibilities for our clients and communities.
Challenge accepted?
All applicants will be acknowledged and treated in the strictest confidence.
