Service Delivery Manager

Devexperts works with respected financial institutions, delivering products and tailor-made solutions for retail and brokerage houses, exchanges, and buy-side firms. The company focuses on trading platforms and brokerage automation, complex software development projects, market data products, and IT consulting services.

Primary Responsibilities include:

1.Process management:

• Organize and supervise giving estimations, planning and executing maintenance routine operations & project development tasks in frames of the support team,
• Manage the process of technical issues investigations by organizing meetings with responsible groups to get the solution as quickly as possible.
• Verify and manage the tickets workflow to ensure that requests are closed without time gaps,
• Manage tasks related to the product bug fixes, ensuring that the important fixes are delivered to the production,
• Manage project support groups (Service Desk and SRE teams) in the Maintenance and Support department, ensuring the needed quality of the ITIL practices and tracking the tasks according to the given estimations,
• Organize and manage the team’s workload, review, and plan their backlog.

2.  Service Improvement:

• Identify opportunities for process improvements and implement best practices to enhance service delivery,
• Identify opportunities to enhance the teams’ active monitoring and reporting,
• Identify the improvements to enhance the reliability of the product,
• Report on key performance indicators (KPIs) with the required stakeholders.

3.  Service Delivery Management:

• Ensure compliance with the procedures, instructions, KPIs, and support contract commitments,
• Lead an onboarding process of the client during the production launch,
• Oversee the resolution of major incidents, ensuring timely communication and resolution,
• Take responsibility for completing the support contract conditions.
• Communicate with the client via telephone, e-mail, or IM to report the current status of the issues

  Must-have skills:

• 3+ years of experience in IT Service delivery management,
• Bachelor’s or Master’s Degree in IT or relevant experience,
• Strong understanding of the ITIL framework,
• Knowledge of DevOps and SRE principals, software development lifecycle,
• Excellent written and verbal communication skills with internal stakeholders and customers, ability to convey technical concepts to both technical and non-technical audiences,
• Experience in Cloud Services, preferably AWS,
• Knowledge and experience in SaaS,
• Experience in participation in projects in the field of development, deployment, and maintenance of the product,
• Strong analytical and problem-solving skills,
• Strong leadership skills,
• Experience in commercial software deployment,
• Experience in project management understanding of methodologies is a plus,
• Knowledge of financial software for trading is a plus.
• ITIL certification is a plus.

Nice-to-have skills: 

• Experience in project management understanding of methodologies is a plus,
• Knowledge of the financial software for trading is a plus,

Care for the employees is one of Devexperts’ core values. For the suggested position, we offer a benefits package that will guarantee the comfort of our new teammate.

Flexibility benefits:

• Possibility of hybrid/remote work mode,
• Flexible working hours.

Health and recreation benefits:

• 20 days of paid vacation,
• 5 days of fully paid additional wellness days,
• Medical insurance – premium package,
• Free MultiSport card.

Facility benefits:

• Modern office with new equipment,
• Panoramic view of Vitosha mountain,
• PlayStation, Billiard, Relax zone and Gym,
• Parking space/public transport card,
• Free drinks and snacks.

Community benefits:

• Teambuilding activities,
• Corporate parties,
• Football club,
• Speakers’ club,
• Free admission to corporate external events,
• Possibility of joining conferences and professional fairs.

Professional training benefits:

• English language courses,
• Local language courses for foreign employees,
• Unlimited access to self-learning platforms,
• Certification opportunities,
• Mentorship Program.

Social benefits:

• Referral bonuses for specific roles,
• Paid leave upon special events.