IT Service Delivery & Process Manager

Milestone Systems is a leading provider of data-driven video technology software. Our portfolio comprises XProtect video management software, Arcules video surveillance as a service, and BriefCam analytics. We amplify what organizations of any size can see, do and achieve with video.

Our video technology empowers people, businesses and societies; ultimately, it’s all about people for us, as expressed in our People First mindset. People-first is characterized by principles of freedom, inclusion, and a strong sense of togetherness.

At Milestone we always consider our employees, partners and communities in how we work, develop our products and do business.

The Global IT group provides IT solutions to Milestone business and customers:

• It safeguards and drives IT Enterprise Architecture, defines IT Solution Architecture, and leads IT security by defining IT policies and setting guard rails for behavior, acceptable use, and compliance.
• The provided services include: software development, cloud services, cybersecurity, data analytics, Digital Workplace, end-user support and much more.
• IT Operations & End User Services are part of Global IT. The group delivers the Digital Workplace and end user support to all Milestone employees, as well as operational services to ensure the availability of Milestone’s IT Services.
• The groups works from Milestone locations in EMEA, Americas and APAC.

We are now looking for IT Service Delivery & Process Manager based in Sofia, Bulgaria.

Responsibilities:

• Process manager for ITSM processes – responsible for designing, implementing, reporting on and continuously improving ITSM processes across Global IT.
  • IT Incident Management
  • IT Problem Management
• Ensuring clear requirements and processes for smooth transition of operational tasks from development teams to IT operations for new services and technologies.
• Define requirements for IT operations documentation. Work with development teams and operational teams to ensure that documentation is accessible and regularly updated to support the IT operations team’s efficiency and compliance.
• Owner of our IT Service Management (ITSM) system: Oversee the service design and system configuration, manage vendor relationships, and ensure that the operating model aligns with business needs. Train stakeholders at various organizational levels.
• Monitor and report on IT performance metrics to ensure stable and secure operations.

What We Expect:

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience: Minimum of 5 years of experience in IT service management, with at least 3 years as a process manager.
• Process Management Skills: Core competencies in IT process design and optimization based on ITIL best practices. Keeping up-to-date with emerging trends and technologies in ITSM.
• Leading across teams: Demonstrated expertise in managing and coordinating teams to drive operational excellence.
• System ownership: Experience ensuring that process implementation is supported and augmented by system support and automation.
• Certifications: ITIL certification at least at foundation level. Information Security Foundation based on ISO 27001 is desirable.
• Fluent English.
• Excellent communication and analytical skills.

Milestone Bulgaria People-First Benefits:

• Hybrid-friendly / flexible way of working
• 25 days vacation
• Employer covered luxury health and dental packages
• Best Doctors Insurance
• Public transport card sponsored by us or parking place
• Compliments gift card
• Food vouchers
• Multisport card covered by employer
• Employee Assistance Program supporting mental health with Mindromeda

If you apply for this position a personal profile will be created for you in Milestone’s recruitment software system as part of the application process. You will be notified by email with further details.