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IT Manager (Service Delivery)- София

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Описание

Ъпскил ООД is a recruitment agency ready to go the extra mile to help candidates find the best possible job opportunity. Our team of experts is well-versed and experienced in consulting and providing long-term HR support. We believe that being friendly is the best policy, and that’s why we are eager to help you through the whole lifecycle of recruitment.

Our team comes with 15 years of recruitment experience behind its back. At any given moment, we can offer multiple opportunities from different companies in need of a wide variety of talent.

If you are interested in starting a new job, we will present you with multiple opportunities, will be there to answer all your questions, help you prepare for interviews and tests, provide essential feedback and even guide and support you through the process of recruitment up to the first day at your new job. We support both large international and local companies in growing their business, providing them with the best talent to help them succeed!

Our current client is a Bulgarian start-up BPO company, which has just started operations with their first long-term and full-time iGaming project. On their behalf, we are currently looking for an experienced IT Manager (Service Delivery) who would be willing to join and help them grow on a local and global level. If you are curious about this exciting opportunity, then this might be the chance you have been waiting for!

Key Responsibilities:
• Define, implement, and continuously improve the organization’s IT Service Delivery strategy, ensuring alignment with business goals.
• Lead and manage multiple IT teams and leaders, including the Head of Technical Support, fostering a high-performance culture.
• Implement and govern ITIL-based service delivery frameworks and ensure standardization of processes such as incident, problem, change, and request management.
• Monitor service delivery metrics and SLA performance, proactively identifying risks, issues, and opportunities for optimization.
• Maintain strong relationships with internal stakeholders to understand business needs and adapt IT services accordingly.
• Oversee vendor and contract management, including third-party service providers and support partners.
• Ensure governance, compliance, and risk management in all IT service activities, including security, continuity, and audit readiness.
• Drive operational efficiency and service excellence, leveraging tools and automation where appropriate.
• Prepare and deliver regular reports and dashboards on service performance to senior management.
• Manage IT operational budgets and assist in IT strategy planning alongside executive leadership.

Required Skills & Experience:
• 10+ years of experience in IT service delivery, operations, or infrastructure management, with at least 5 years in a senior leadership role.
• Proven ability to manage complex, multi-disciplinary technical teams and lead managers or team leads across service domains.
• In-depth knowledge of ITIL best practices and service management frameworks (certification preferred).
• Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, BMC Remedy, Freshservice, or equivalent.
• Strong track record of SLA/KPI management, service reporting, and performance improvement.
• Experience managing external vendors, MSPs, and support contracts – including negotiations, performance tracking, and renewals.
• Excellent stakeholder management and communication skills – capable of interacting effectively with both technical teams and business executives.
• Strong organizational, prioritization, and time management skills – comfortable working in high-pressure, dynamic environments.
• Analytical mindset with a focus on data-driven decision-making and continuous improvement.
• Ability to balance strategic planning with operational execution.
• Excellent spoken and written English command – experience working in international or multicultural environments.

The Company Offer:
• Opportunity to build a new team and structure from scratch.
• A chance to be part of an exciting new market entry for a global iGaming platform.
• Excellent salary and remuneration package.
• Opportunity to develop in a multinational corporate environment.
• A culture that values collaboration, transparency, and innovation.

If you meet the above-mentioned criteria, don’t hesitate to apply!
We welcome the opportunity to learn more about you!
Please send your CV in English.
Please note that only short-listed candidates will be contacted.
License №2826. We will treat your application with full confidentiality!

Изисквания към кандидата

Езикови познания:

Трудов опит:
С професионален опит от 1 - 3г.

Образование:
Бакалавър

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Мениджмънт, бизнес развитие

Държава:

България

Населено място:

Гр. София

Адрес:

София, жк. Дружба 2

Дата:

03.07.2025

Организация:

UpSkill Ltd.
Агенция за подбор на персонал

Детайли за организацията:

Повече информация за UpSkill Ltd. може да получите ТУК

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