Milestone PLM Solutions Private Limited

ITIL Process Manager – Incident and Problem Management

Milestone PLM Solutions Private Limited

full-time

Posted on:

Location Type: Hybrid

Location: Sofia • Bulgaria

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Tech Stack

ITSM

About the role

  • Design and maintain the global Incident and Problem Management processes to ensure consistency, clarity, and operational excellence across all IT teams.
  • Guide and support the IT teams with structured processes that strengthen response quality for critical and high-impact cases.
  • Promote and drive adoption of ITSM processes across the IT organization through training, communication, and ongoing collaboration.
  • Analyze and report key process metrics and trends to identify improvement opportunities and inform decision-making at senior leadership level.
  • Partner with ITSM platform owners to enhance process automation, workflow design, and system configuration that supports process maturity.
  • Champion continuous improvement by identifying gaps, conducting process reviews, and implementing enhancements that strengthen stability and reduce recurring incidents.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related field
  • Minimum of 5 years of experience in IT service management, with at least 3 years as a process manager
  • Core competencies in IT process design and optimization based on ITIL best practices. Keeping up-to-date with emerging trends and technologies in ITSM
  • Demonstrated expertise in managing and coordinating teams to drive operational excellence.
  • ITIL certification at least at foundation level. Information Security Foundation based on ISO 27001 is desirable
  • Fluent English
  • Excellent communication and analytical skills
Benefits
  • Flexible working arrangements
  • Access to training, learning resources, and certifications
  • Individual development plans aligned with your career goals
  • Supportive leadership and regular feedback
  • Opportunities for cross-functional and cross-regional collaboration
  • Social activities and spaces to connect with colleagues
  • 25 days’ vacation
  • Employer covered luxury health and dental packages
  • Transportation benefits
  • Compliments gift card
  • Food vouchers
  • Multisport card covered by the employer
  • Employee Assistance Program supporting mental, financial and legal topics
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IT service managementprocess designprocess optimizationprocess automationworkflow designsystem configurationincident managementproblem managementdata analysismetrics reporting
Soft Skills
communicationanalytical skillsteam managementcollaborationtrainingleadershipoperational excellencecontinuous improvementproblem-solvingdecision-making
Certifications
ITIL certificationInformation Security Foundation based on ISO 27001