IT Service Operations Manager

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)
• Prevoius experience with ServiceNow 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