IT Service Delivery Manager

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Oversee service delivery in accordance with established SLAs, KPIs, and operational objectives.

• Facilitate collaboration among cross-functional delivery teams across various technology sectors.

• Serve as the main point of contact for Operations Managers and account stakeholders.

• Maintain the operational integrity of all IT services that support the account.

• Ensure that essential business systems are consistently available, reliable, secure, and high-performing.

• Coordinate incident response, service recovery, and communication during critical situations.

• Lead operational reviews and promote continuous service enhancement initiatives.

• Manage operational risks, develop mitigation strategies, and escalate issues until resolution.

• Comprehend system architecture, integrations, and interdependencies among platforms.

• Evaluate and facilitate the resolution of intricate technical challenges.

• Assist with improvements in infrastructure, applications, and integrations.

• Handle multiple simultaneous technology and process enhancement projects.

• Oversee engineering teams and external vendors for enhancements and issue resolution.

• Organize project planning workshops and stakeholder meetings.

• Monitor milestones, dependencies, budgets, risks, and resource distribution.

• Ensure that projects are completed on schedule, within scope, and in alignment with business priorities.

• Encourage user adoption through effective communication, documentation, and training.

• Conduct post-implementation reviews to assess outcomes against anticipated benefits and identify lessons learned.

• Maintain a roadmap of ongoing improvement initiatives and suggest priorities based on business impact and ROI.

• Lead geographically distributed technical teams.

• Mentor engineers and technical support personnel.

• Conduct performance evaluations and provide coaching.

• Manage workforce planning and capacity management.

• Oversee change management processes.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Information Systems, or a related field (or equivalent practical experience).

• At least 7 years of experience in IT Service Delivery, Technical Operations, or IT Operations Management.

• Experience in supporting business-critical applications in a customer-facing or sales-oriented environment.

• Proven track record of managing technology improvement initiatives or cross-functional IT projects from planning to execution.

• Experience with enterprise SaaS platforms such as CRM, ERP, Contact Center, and collaboration tools.

• Demonstrated ability to identify operational inefficiencies and deliver technology solutions that enhance productivity and provide measurable business value.

• Familiarity with one or more of the following platforms is preferred: Genesys Cloud or other CCaaS platforms, Salesforce CRM, Odoo ERP, Microsoft 365, Power BI, MS Fabric, or similar reporting and analytics tools.

🏝️ Benefits

• **Perks of being one of us:  **

• - *Flexible work setup*: work fully remotely from any country in the EU on a freelance/B2B contract, or join our Sofia, Bulgaria office under a local employment contract that offers a comprehensive social welfare package.

• - *Autonomy:* an environment where your technical vision is valued, and you control your work-life balance.

• - *Growth*: a tailored career development program to enhance your journey; learn from experts, advance your skills, and work across various industries.

• - *Global vibe:* an international, dynamic, remote-first workplace.

• - *Connectivity Support:* home office allowance.

• - *Total Rewards*: paid time off and competitive remuneration.

• - *Community*: team gatherings and networking events are part of our culture!

• - *Seamless Living:* need a base? Digitally check into a spacious room at our WN LAB Hotel, Bulgaria’s largest and coolest 4★ co-living hotel. No deposit, with special discounted rates for single apartments starting from 660 EUR/month (utilities & cleaning included!).

• - Be part of something *beyond work:* culture, values, impact.