Service Excellence Manager

Who We Are

Recruitment.bg is a boutique IT recruitment company based in Bulgaria. We aim to work with the top employers in the industry—companies that we thoroughly vet and trust. Our mission is to guide IT professionals toward improved career paths by understanding their skills, crafting employment strategies, and supporting them every step of the way. Placing emphasis on honesty, respect, and reliability while delivering exceptional service by ‘going the extra mile,’ we build long-term relationships with the people and organizations we work with.

About the Company

Our client is an international leader in the iGaming sector, building next-generation platforms, casino games, sportsbook solutions, and advanced digital infrastructure. With a presence across 25+ countries and operations in more than 85 jurisdictions, they are part of a global group recognized for its innovation, speed, and agility. The company promotes a forward-thinking culture, invests in cutting-edge technology, and is committed to delivering exceptional digital experiences to millions of users worldwide.

About the Role

We are seeking a Service Excellence Manager to establish and lead service management practices across the organization. This is a critical role that ensures operational stability while supporting the company’s rapid growth and innovation. You will own key processes such as Incident, Problem, and Change Management, drive service health improvements, and partner closely with engineering, product, and operations teams to balance delivery speed with reliability. Starting lean with a deputy, you will have the opportunity to grow the practice as the company scales globally.

Key Responsibilities

• Own policies, processes, and KPIs for Incident, Problem, and Change Management
• Establish and chair CAB meetings, manage the change calendar, and align with RTEs and Service Owners
• Drive structured problem management and lead post-incident reviews to prevent recurrence
• Monitor SLAs/OLAs and deliver executive dashboards on service health, trends, and risks
• Integrate Jira Service Management (JSM) with CI/CD pipelines to enforce approved change IDs and traceability
• Ensure clear roles, approvals, and segregation of duties for production changes
• Partner with engineering, product, and operations to balance speed of delivery with service stability
• Start lean (with a deputy) and expand the function as the business grows

Your Background

• Proven experience leading service management functions in SaaS or large-scale software environments
• Strong knowledge of ITIL 4 (Incident, Problem, Change, and Continual Improvement)
• Hands-on familiarity with Jira Service Management, ServiceNow, or equivalent tools
• Solid understanding of CI/CD pipelines and modern deployment patterns (blue-green, canary, feature flags)
• Strong stakeholder management skills with the ability to communicate effectively with engineers and executives

Nice to Have

• Experience with SAFe frameworks and working with RTEs
• JSM or ServiceNow certifications
• Previous experience scaling service excellence practices in a fast-growing company

What The Company Offers

• Competitive salary + annual performance bonus
• Salary reviews twice per year
• 25 days paid annual leave
• Hybrid work model (2 days remote)
• Flexible working hours
• Premium health insurance package
• Fully paid public transportation card
• Covered Multisport card
• Free shuttle service to the office
• Regular team-building activities and corporate events
• Bonuses for personal milestones (birthdays, newborns, school starters)
• Access to company-sponsored trainings, seminars, and international conferences

All applications will be treated as strictly confidential.

Only short-listed candidates will be contacted.

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