The Opportunity

Interamerican, a member of the Achmea Group and certified as a World-Class Workplace, offers exceptional career opportunities within a dynamic, fast-paced, and agile working environment. We embrace modern ways of working and are committed to fair treatment, inclusion, and equity. As a proud signatory of the Diversity Charter Greece, Interamerican fosters a workplace where everyone can thrive and grow.

We are currently seeking to employ a talented and highly-motivated “IT Service Delivery Owner” to join our team.

Key Responsibilities:

Service Ownership & Performance

• Owns end-to-end performance of the IT services in scope; defines and reviews SLAs and OLAs with the business, delivery teams and partners.
• Monitors service KPIs (availability, SLA attainment, MTTR, CSAT), reports to management, and triggers corrective actions on deviations.

Customer & Stakeholder Relationship

• Primary contact for business stakeholders on service delivery, demand and satisfaction; runs periodic service reviews and turns feedback into improvements.
• Communicates planned changes, service windows and outages proactively; manages expectations on scope and trade-offs, escalating to the line manager when needed.

Major Incident & Problem Management

• When acting in the major-incident process, mobilizes teams and partners, manages stakeholder communications, and drives timely resolution.
• When acting in the problem-management process, drives root-cause analysis, corrective-action tracking and lessons learned; contributes to post-incident reviews and feeds findings into service improvement and knowledge content.

Continuous Service Improvement

• Identifies and prioritizes improvement opportunities from operational data and customer feedback; maintains the improvement backlog and sponsors initiatives across delivery teams to outcome.
• Champions self-service, automation and shift-left practices to reduce toil and improve user experience; evolves the service catalogue and supporting knowledge content.

Knowledge:

Required

• Bachelor's Degree in Computer Science, Information Systems, Engineering or related discipline — or equivalent practical experience.
• At least 5 years of professional experience in IT operations, service management or service delivery roles, of which at least 2 years in a service-ownership or service-management capacity.
• Strong working knowledge of IT service management principles and best practices, including service level management, incident, problem and change management. A recognized service management certification is considered an asset.
• Demonstrated experience running service review meetings, managing SLAs/OLAs and producing service performance reporting for senior stakeholders.
• Hands-on experience with modern ITSM tooling.
• Greek native or near-native; English working proficiency at C1 level, both written and spoken.

Preferred

• Experience working in the insurance or wider financial services sector, including familiarity with regulatory and audit expectations (e.g., DORA, ISO 27001, PCI DSS).
• Exposure to vendor and managed-service-partner management, including contract performance reviews and joint improvement plans.
• Conceptual understanding of the technologies underpinning the services in scope — sufficient to engage credibly with the technical teams.

Project- or product-management exposure (Agile/Scrum, Lean) and experience driving cross-team improvement initiatives.

Benefits:

• Competitive compensation, according to qualifications
• Group Medical & Pension Insurance Plan
• Professional development plan & specialization in a high-demand market
• Daily exposure on top-notch practices and methodologies
• Values based, fun and fast-paced environment
• Hybrid working model, with the flexibility to customize remote working according to the needs of each team