IT Service Delivery Manager

Position:
IT Service Delivery Manager

Company:
WorkNomads

Location:
Bulgaria, Remote

Employment type:
Full Time

Short Summary:
WorkNomads is seeking an IT Service Delivery Manager to manage service delivery, coordinate teams, and lead projects in a remote-first environment that celebrates diversity and global talent.

Responsibilities:
- Manage service delivery against agreed SLAs, KPIs, and operational targets.
- Coordinate cross-functional delivery teams across multiple technology domains.
- Act as the primary contact for Operations Managers and account stakeholders.
- Own the operational health of all IT services supporting the account.
- Ensure business-critical systems remain available, reliable, secure, and performant.
- Coordinate incident response, service restoration, and communication during critical issues.
- Lead operational reviews and drive continual service improvement initiatives.
- Manage operational risks, mitigation plans, and escalations through resolution.
- Understand system architecture, integrations, and dependencies between platforms.
- Review and coordinate the resolution of complex technical issues.
- Manage multiple concurrent technology and process improvement projects.
- Facilitate project planning workshops and stakeholder meetings.
- Drive user adoption through effective communication, documentation, and training.

Requirement:
- Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Information Systems, or a related discipline (or equivalent practical experience).
- 7+ years of experience in IT Service Delivery, Technical Operations, or IT Operations Management.
- Experience supporting business-critical applications within a customer-facing or sales-driven environment.
- Proven experience managing technology improvement initiatives or cross-functional IT projects from planning through implementation.
- Experience supporting enterprise SaaS platforms such as CRM, ERP, Contact Center, and collaboration tools.
- Experience with platforms like Genesys Cloud, Salesforce CRM, Odoo ERP, Microsoft 365, Power BI, or similar tools is desirable.

Benefits:
- Flexible work setup: work fully remotely or join the Sofia office with a comprehensive social welfare package.
- Autonomy in your work-life balance.
- Personalized career development program.
- International, dynamic, remote-first workplace.
- Home office allowance and paid time off.
- Team get-togethers and networking events.
- Special discounted rates for co-living at WN LAB Hotel.