Service Lead (m/f/d) AMS

Thessaloniki, Greece, Athens, Greece, Berlin, Germany, Evora, Portugal...

Full-time

Why we are looking for support

We are looking for an experienced and customer-oriented Service Lead to build and scale our Operational Excellence & Managed Services organization. In this role, you will combine strategic customer management, operational leadership, service excellence, and commercial ownership to ensure long-term customer success and sustainable business growth.

You will act as the central point of contact for our clients, leading international service teams while driving service quality, operational efficiency, customer satisfaction, and follow-up business opportunities.

The ideal candidate brings strong experience in IT service delivery, managed services, customer engagement, and enterprise technology environments — ideally within the consumer goods industry and Salesforce ecosystems.

Service Delivery & Operations

Own end-to-end service delivery for assigned clients, ensuring services are delivered in line with SLAs, KPIs, and contractual agreements

Monitor service performance, proactively identify risks, and drive continuous service improvement initiatives

Manage incident, problem, and change processes to ensure timely resolution and minimal business disruption

Develop and continuously optimize operational processes, governance structures, and customer support models

Drive operational excellence initiatives and ensure high-quality service standards across all engagements

Oversee onboarding and integration of new services, customers, and team members

Ensure efficient and scalable service operations in collaboration with consulting, delivery, and development teams

Client Relationship Management

Act as the primary point of contact for clients regarding all service delivery matters

Build strong, trusted relationships with customer stakeholders on operational and senior management levels

Lead regular service review meetings including SLA reporting, trend analysis, service improvements, and strategic planning

Ensure high customer satisfaction through proactive communication, responsiveness, and solution-oriented service management

Understand customer business processes and identify opportunities for additional value creation and follow-up projects

Support upselling and managed service growth initiatives together with sales and account management teams

Build, lead, and develop cross-functional teams consisting of Consultants, Client Success Managers, Developers, and Support Specialists

Create a collaborative, high-performance, and customer-centric service culture

Coordinate internal and external stakeholders across multiple projects and customer engagements

Coach, mentor, and support team members in their professional development

Ensure clear ownership, accountability, and effective escalation management across teams

Governance, Reporting & Commercial Ownership

Produce and present accurate service reports covering SLA performance, incidents, risks, improvements, and customer health metrics

Support contract management, renewals, service scope discussions, and commercial negotiations

Monitor service costs, resource utilization, and operational efficiency to ensure sustainable and profitable service delivery

Support proposal development, solution scoping, and managed service transition activities

Collaborate with Sales, Presales, Consulting, and Delivery teams to develop scalable and value-driven service offerings

Identify opportunities to improve service processes, tooling, automation, and customer experience

Drive service optimization initiatives aligned with company best practices and customer needs

Support governance, audits, compliance requirements, and quality assurance activities

Promote modern delivery approaches including Agile, DevOps, and continuous improvement methodologies

Requirements

Proven experience in a Service Delivery Manager, Service Lead, Managed Services Lead, or similar leadership role within IT services or managed services

Strong understanding of enterprise application environments and IT project delivery — ideally with Salesforce ecosystems and customer-centric platforms

Experience leading customer-facing service organizations and international delivery teams

Strong customer management and stakeholder communication skills

Commercial mindset with experience driving renewals, upselling opportunities, and service growth

Solid understanding of IT service management frameworks and operational governance

Experience managing SLAs, KPIs, incident management, problem management, and service improvement plans

Strong leadership, organizational, and decision-making abilities

Experience working with clients in the consumer goods industry is highly preferred

Excellent communication skills in English

If you enjoy combining customer excellence, operational leadership, and business growth, we would love to hear from you.