Senior Service Delivery Manager (ITSM)

Location: Sofia, Bulgaria; hybrid

Company

hirify.global is a global data and technology company serving markets including financial services, healthcare, automotive, agribusiness, and insurance.

What you will do

• Establish relationships with clients and internal stakeholders, acting as a service contact and escalation point.
• Lead client service reviews, track service actions, and communicate progress and changes.
• Coordinate project delivery and service acceptance for new products and services transitioning to clients.
• Manage service improvements, cost-to-serve considerations, productivity initiatives, and client requirements.
• Maintain commercial contract processes, governance, regulatory controls, and service risk mitigation plans.
• Lead internal delivery stakeholders, provide senior escalation and on-call support, and coach service delivery colleagues.

Requirements

• 6+ years of experience in a similar client-facing service delivery role within a global or regional function.
• ITIL certification and strong knowledge of ITSM processes, Service Delivery Management, and Service Acceptance.
• Fluent English required.
• Strong client focus with the ability to manage conflict, negotiate, resolve issues, and lead others.
• Understanding of service strategy, escalation models, governance, and regulatory controls.
• Ability to communicate effectively with colleagues and executives, internally and externally.

Culture & Benefits

• Career development pathways supported by learning programs, online courses, books, and other educational resources.
• Flexible working hours and home office options.
• Social benefits including life insurance, food vouchers, additional health insurance, flex allowance, internet coverage, and corporate discounts.
• 25 days of paid vacation, a birthday day off, and three additional paid days for social responsibility activities.
• Additional benefits include a Multisport card, Sharesave plan, employee assistance program, and family allowances.