Director, IT Operations & Service Management

About the role

Ethniki Asfalistiki is seeking a senior leader to head its consolidated IT Operations and Service Management organization. Reporting to the CTO, the Director will ensure the availability, security and cost‑efficiency of systems that serve 1.9 million policyholders while driving a multi‑year modernization program.

Key responsibilities

• Lead application, infrastructure, mainframe, cloud and data platform teams, defining objectives, KPIs and accountability across in‑house staff and managed‑service partners.
• Own system availability, performance and service‑level targets, providing transparent reporting to the CTO and business owners.
• Implement DORA‑aligned operational resilience, including incident management, backup, disaster‑recovery and business‑continuity testing in close collaboration with the CISO.
• Run end‑to‑end ITIL 4 service‑management processes on the ServiceNow platform, chair the Change Advisory Board and ensure production readiness of releases.
• Manage the legacy decommissioning roadmap, reduce technical debt and control the run‑cost budget and vendor contracts.
• Strengthen engineering capabilities, scale DevOps/CI‑CD pipelines, observability, automation and AI‑assisted operations across the estate.

Required profile

• Bachelor’s degree in Computer Science, Engineering or a related field; a Master’s degree is a plus.
• Minimum 15 years of IT experience with at least 5 years in senior leadership of large‑scale operations, infrastructure and applications.
• Proven experience managing hybrid estates (hosted data centres, z/OS mainframe as‑a‑service and Microsoft Azure) and working with managed‑service providers.
• Deep knowledge of IT service‑management frameworks (ITIL, ISO 20000) and DORA operational‑resilience requirements.
• Track record of delivering modernization road‑maps while maintaining stable production services.
• Fluency in Greek and English, both written and spoken.

Required skills

• z/OS mainframe operations and as‑a‑service models.
• Microsoft Azure cloud services.
• ServiceNow platform for ITIL 4 processes.
• ITIL and ISO 20000 service‑management standards.
• DORA compliance, disaster‑recovery and business‑continuity planning.
• SAP‑based core insurance platforms.
• Integration/API management and data‑lake/lakehouse technologies.
• DevOps, CI‑CD, observability, automation and AIOps tools.

What we offer

• Hybrid work model with modern, stable office environment.
• Competitive remuneration package and clear career progression.
• Continuous training, development programmes and inclusive workplace culture.
• Equal‑opportunity employer committed to diversity and belonging.