The IT Service Operations Manager ​​ensures external and internal service providers deliver stable, SLA-compliant services. The role focuses on managing incidents and requests accurately and on time, maintaining service quality, and providing transparent governance.​ 

 

A job that matters: Your Tasks

 

• Ensure SLA compliance and quality of service delivery from external providers 


• Manage Incident and Request processes, including Major Incident coordination


• Conduct regular service reviews, performance reporting, continuous improvement initiatives and root cause analysis


• Delivers trend analysis, RCA quality, sustainable fixes


• Shift-Left & automation: self-service, standard requests, runbook and SOP quality 


• Cost/performance optimization: volume, unit costs, capacity, contract adjustments


• Oversee daily IT operations across Network, Workplace, Datacenter, and Cloud services

 

An experience that matters: Your Skills

 

• At least 5 years experience on a similar role


• Strong knowledge of ITIL practices (Incident, Request, Change, Problem, Supplier & Service Level Management) 


• Proven ability in SLA/KPI management and supplier governance incl. KPI/SLA design, trend and root cause analysis 


• Contract/sourcing understanding (SLAs, OLAs, credits) 


• Communication & escalation skills (technical and executive level) 


• Previous experience with ServiceNow (preferred) and reporting tools

 

 A workplace that matters: Our offering 

 

• Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust 


• Attractive remuneration package 


• Opportunity for flexibility with a hybrid working model 


• Home office allowance 


• 25 days paid annual leave 


• Additional health insurance 


• Employee Assistance Program (Mental Health, Legal & Financial Counselling)


• 200 BGN Food vouchers 


• Public transportation card 


• Optional parking space 


• Multisport card 


• Language training opportunity 


• Employee referral program 


• Brand new modern office premises in a class A business building 


• Fresh fruits in the office 


• Training and mentorship programs 


• Access to over 15,000 LinkedIn Learning courses to assist in your professional development