Job Specifications
As a Service Delivery & Project Manager at COSMOTE Global Solutions, you will:
Service Delivery & Performance
Ensure services are delivered on time, within scope, and in line with agreed quality standards
Monitor, manage, and report on Service Level Agreements (SLAs) and key performance indicators (KPIs)
Lead continuous improvement initiatives to enhance service performance, efficiency, and quality
Client & Stakeholder Management
Act as the primary point of contact for clients on all service delivery matters
Build strong client relationships, understand business needs, and manage expectations effectively
Facilitate regular service reviews, performance meetings, and improvement discussions
Onboarding & Transition Management
Lead the onboarding of new clients and new service engagements
Coordinate cross-functional teams to ensure smooth transitions from proposal and design to live service delivery
Define onboarding and transition plans, set milestones, track progress, and ensure operational readiness
Engage closely with clients throughout onboarding to ensure alignment, clarity, and satisfaction
Project Management
Lead and deliver IT and technical projects from initiation to closure
Define project scope, plans, schedules, and timelines; monitor progress against milestones
Coordinate cross-functional project teams and communicate effectively with stakeholders
Identify, assess, and manage project risks, issues, dependencies, and changes
Ensure projects are delivered on time, within budget, and to required quality standards
Team Leadership
Lead, coach, and develop the service delivery and project teams
Coordinate and integrate internal support teams to ensure seamless delivery
Allocate work effectively and support team performance and engagement
Promote a culture of accountability, collaboration, and continuous professional development
Process, Operations & Continuous Improvement
Develop, document, and maintain standard operating procedures and service delivery best practices
Manage escalation processes and ensure timely resolution of service or project issues
Work closely with internal functions (e.g., sales, technical, operations) to align delivery with business strategy
Analyze performance data to identify trends, risks, and opportunities for improvement
Produce operational and project reports and provide insights to senior leadership
Support the ongoing refinement of service delivery and project management frameworks
Requirements
Bachelor's degree in Project Management, Information Technology, or a related field
Proven experience in service delivery management and/or IT project management
Proven experience with the above tasks
Experience managing IT or technical services and projects in a client-facing environment
Strong communication, stakeholder management, and relationship-building skills
Excellent planning, organizational, and problem-solving abilities
Experience working with project management and service management tools (e.g., Jira, MS Project)
Service Management certification (e.g., ITIL)
Project Management certification (e.g., PMP, PRINCE2, Agile/Scrum)
About the Company
COSMOTE Global Solutions, as a member of OTE Group of Companies, is an ICT Systems Integrator delivering a broad range of ICT Solutions and Services. CGS provides a broad range of ICT Services focusing on: Cloud, Data Centre operations, Networking, Cybersecurity, BI and Data Warehouse, Big Data, Service Desk, Proactive Monitoring, Operations and Support, Service Management, Project and Programme Management, and Professional Services. OTE Group: OTE Group is the largest technology provider in Greece. It is one of the top thre...
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