Client Service Specialist (B2B)

In NOVA, we believe in a world of connection, interaction and sharing! Our passion is that people enrich their lives with all that communications technology makes possible. We want our customers to focus only on expressing themselves, while we take care of the technology that enables them. So, if you want to take part in changing how people experience their lives, NOVA is the right place to be.

You have a challenging mission:

As a Client Service Specialist (B2B), you will be responsible for orchestrating the successful delivery of complex Enterprise Solutions ICT and Telecommunications projects, acting as the primary coordination point between customers, internal business units and technology partners to ensure projects are delivered on time, within budget and to the highest quality standards.

What you will do:

Project Delivery & Governance

• Lead the end-to-end delivery of complex Enterprise Solutions ICT and Telecommunications projects from contract signature through customer acceptance and operational handover.
• Develop integrated project plans, delivery milestones, resource allocation and implementation roadmaps.
• Ensure successful project delivery within agreed scope, timeline, budget and quality standards.
• Identify project risks, dependencies and critical paths, implementing mitigation and contingency plans where required.
• Govern project changes through formal Change Request processes ensuring commercial and contractual alignment.

Commercial & Contract Governance

• Ensure contractual commitments, Statements of Work (SoW), Service Level Agreements (SLA’s) and customer deliverables are fulfilled.
• Coordinate commercial changes, project variations and scope adjustments with Sales and Account Management teams.
• Monitor project financial performance including budget consumption, delivery costs and revenue milestones.
• Support invoice readiness, customer acceptance milestones and project profitability.

Stakeholder Management

• Act as the single point of coordination between Customers, Sales, Presales, Engineering, Operations, Service Delivery and third-party vendors.
• Build trusted relationships with customer project teams and executive stakeholders.
• Facilitate governance meetings, steering committees and executive project reviews.
• Provide timely communication and executive reporting throughout the project lifecycle.

Vendor & Partner Management

• Coordinate technology vendors, implementation partners and subcontractors throughout the project lifecycle.
• Track vendor deliverables against agreed milestones and contractual obligations.
• Manage interdependencies between multiple suppliers participating in the same customer project.
• Escalate supplier performance issues and coordinate recovery plans where necessary.

Cross-functional Delivery Coordination

• Coordinate all internal delivery teams to ensure seamless project execution.
• Drive collaboration across Network Engineering, ICT Engineering, Provisioning, Field Operations, Logistics and Customer Support.
• Ensure dependencies between workstreams are identified and effectively managed.
• Facilitate technical readiness and implementation planning activities.

Customer Acceptance & Service Transition

• Coordinate User Acceptance Testing (UAT), Site Acceptance Testing (SAT) and customer sign-off activities where applicable.
• Ensure successful transition of delivered services to Operations and Customer Support teams.
• Verify completion of all contractual deliverables prior to project closure.
• Capture lessons learned and contribute to continuous improvement initiatives.

Project Governance & Executive Reporting

• Maintain RAID Logs (Risks, Assumptions, Issues and Dependencies).
• Maintain project documentation, action logs and decision registers.
• Produce executive dashboards highlighting delivery progress, risks, financial status and key decisions.
• Escalate critical issues to senior management when required.

Business Improvement & Quality Assurance

• Promote continuous improvement of project management processes, templates and governance.
• Ensure delivery quality standards are consistently maintained across all project phases.
• Support process optimization initiatives to improve operational efficiency and customer experience.
• Contribute to the successful implementation of strategic ICT and Telecommunications initiatives.
• Contribute to the continuous enhancement of project management methodologies, governance frameworks and delivery best practices.
• Support PMO initiatives, standardization and process optimization across the organization.

It would be great if you have:

• University degree in Engineering, Information Technology, Telecommunications, Computer Science, Business Administration or a related field.
• 3-5 years of Project Management experience within Telecommunications, ICT, System Integration or Technology Services.
• Proven experience delivering complex Enterprise Solutions ICT projects involving technologies such as Connectivity, Cloud, Cybersecurity, SD-WAN, Unified Communications, IoT or Managed Services.
• Strong understanding of project management methodologies (PMI, PRINCE2 and/or Agile), with PMP, PRINCE2 or Agile certifications considered an asset.
• Experience managing enterprise customers and coordinating multidisciplinary teams, including internal stakeholders, customers and third-party vendors, in fast-paced environments.
• Strong commercial awareness with the ability to balance customer satisfaction, contractual commitments and business objectives.
• Excellent planning, organizational and analytical skills, with the ability to manage multiple concurrent projects and competing priorities.
• Strong problem-solving, decision-making, negotiation and conflict resolution skills.
• Excellent communication, presentation and stakeholder management skills.
• Experience using project management tools such as Microsoft Project, Jira, Smartsheet or equivalent solutions will be considered an asset.
• Fluency in verbal and written English.
• A proactive, self-driven and adaptable mindset, with the ability to thrive in a dynamic environment and quickly embrace new technologies and methodologies.

What you will get:

• Annual Bonus to celebrate your achievements.
• Wellness programs to keep yourself fit.
• Mobile voice and data to talk.
• Discounts on Nova Fixed / Mobile / TV for you, friends, family.
• Flexy work from home to balance your life.
• Private Insurance program to check up on your health.
• Toddlers allowance to daycare your kids.
• Continuous learning and development opportunities

Join Our Team and:

• Shape the future of NOVA’s B2B Customers and influence how we respond to a highly competitive market, offering an increasing variety of Products, Services and complex Solutions.
• Support the increase in B2B Customer Service quality and Nova B2B competitive edge.
• Work with other passionate professionals in one of Greece’s most dynamic Telco & Enterprise Solutions environments.
• Competitive compensation package, bonus scheme, private medical plan and continuous learning opportunities.
• A culture that celebrates initiative, collaboration and growth.