All categoriesICT/InternetManagement

Service Delivery Manager – English

By December 9, 2021 No Comments



English (Fluent)
Sofia, Bulgaria
Start date:
Veronika Ivanova
+31 (0)70 311 7822
Job ref.:


Our client is an international company that improves the way organisations, people, and technology work together by transforming, controlling and optimising IT landscapes, workplaces and applications. 

They offer support and resolutions to the most complex technology challenges. Now they are looking for a Service Delivery Manager to join their team in Sofia.

Job Profile for Service Delivery Manager
Responsibilities will include but not be limited to:

  • Active member of the “core team”, involved in all important conversations and decisions about the company
  • Obtain relevant information on performance of the team from BE Ops
  • Weekly call with BE Ops to ensure better cooperation and communication
  • Detect, act upon and communicate about important topics
  • Performance cycle: objectives (tech + soft skills), HR meetings, evaluation
  • HR responsibilities:
  • Onboarding (accounts/access requests, welcome presentation together with HR)
  • Offboarding (revoking accounts/access)
  • Remediation, coaching, personal conversations where needed, check badge times and sick leave
  • Decide upon wages, raises, social benefits in cooperation with HR
  • Active and proactive follow-up on Service Delivery BG Engineers on a day to day
  • Provide feedback about objectives and performance for each Service Delivery BG engineer
  • Detect training needs, work with the team lead on individual training plans
  • Actively work towards building on clear and solid cross-team and cross-country cooperation and communication in a structured way
  • Handle creation of the monthly schedule, shift changes, vacation requests (close cooperation with the Technical Supervisor)
  • End responsibility over the whole Ops teams (making sure all shifts are covered, ensuring good quality of work and reporting)
  • Report to HR about actual shift calendar (for payments)
  • Monitor and enforce team work, discipline, ownership and transparency
  • Constantly strive towards ensuring and boosting the quality of work:
    • Check Service Delivery BG reports, challenge and remediate (if needed in cooperation with the Service Delivery team lead/manager from the respective Business Units)
    • Follow up on the established Key Performance Indicators related to Service Delivery BG activities
    • Check amount of open tickets, challenge if this is too high and ensure they are followed up on
    • Check volume of tickets processed per employee Operations BG per shift, challenge if necessary
    • Check actual tickets and conversations on Company established official communication channels, and challenge where and if needed (contents + communication)
    • Check escalations, challenge Service Delivery BG engineers on this
  • Constantly monitor work load and act upon it:
    • Challenge Service Delivery BG engineers, assign tasks where needed and possible
    • If not enough workload: work with the team lead towards a plan
    • If applicable, flag too high workload to the team lead and/or shift workloads
  • Once set, follow up on the Service Delivery BG engineers’ individual objectives (+ test/challenge)
  • Manage internal projects
  • Be responsible for knowledge sharing within your team(s) through documentation, training and workshops
  • Continuously try to bring your teams to a higher level through trainings and certification paths
  • Be operationally responsible (together with your teams for the daily availability of customer environments within the company
  • Work with the Operation Manager to determine internal projects that can be handled by your teams
  • Participate in operations management and/or calls to discuss the collaboration between the country level teams and your teams
  • Believe data quality is key for success and translate this mindset into appropriate documentation
  • Continuously look for improvements from a technical and process point of view
  • Build strong ties with your teams and ensure their happiness using 1-1’s, team meetings and team events. You have the end responsibility concerning job satisfaction rating of the teams
  • Build strong relationships with other roles from different departments in the company to ensure the culture remains open, strong and dynamic
  • Understand the commercial impact of operational decision and can translate these to your teams
  • Guide your teams on procedures leading to operational excellence
  • Follow the mission and values of the organisation

Candidate Profile for Service Delivery Manager

  • Must be fluent in English, both written and spoken
  • Experience with Git, VMWare virtualization, DNS, network protocols, VLANS, public and private networks
  • Public cloud technologies (AWS & Azure)
  • Experience with AWS Terraform HashiCorp, Ansible, NewRelic & NRQL would be considered a plus
  • Knowledge in Windows and Debian Linux (Web/application servers, Apache, Nginx, IIS, HAproxy load balancing)
  • Previous management experience is advantageous

What Our Client Offers

  • 14 salaries per year after the first year in the company
  • 20 days annual paid leave
  • Up to 50% home office
  • Food vouchers, sports card, health insurance that includes dental and vision care
  • Dell business laptop and Android mobile device with business mobile plan
  • Opportunities for growth, certification possibilities
  • Working alongside great colleagues across Bulgaria and Belgium
  • Fun drinks and parties with your team

Blue Lynx Careers EOOD is a registered provider of Recruitment Services with License No: 3173/06.07.2021

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