IT Service Delivery Manager

WorkNomads

IT Service Delivery Manager at WorkNomads leading service delivery and technical operations remotely. Ensuring operational health of IT services supporting accounts in a diverse, international environment.

Posted 8/3/2026full-timeRemote • 🇧🇬 BulgariaSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Delivery and Technical Operations, with a strong focus on managing cross-functional teams and driving technology improvement initiatives. Proven ability to ensure operational health of IT services and support enterprise SaaS platforms while delivering measurable business value.

Highest-signal resume keywords

IT Service Delivery ManagementCross-Functional Project ManagementEnterprise SaaS Platform SupportOperational Risk ManagementTechnical Team Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Operations ManagementService Level Agreement (SLA) ManagementKPI TrackingIncident Response CoordinationSystem Architecture UnderstandingTechnical Issue ResolutionProcess ImprovementChange ManagementPerformance Review ConductingCapacity Management

Soft Skills

Effective CommunicationMentoringStakeholder EngagementCoaching

Tools & Technologies

Genesys CloudSalesforce CRMOdoo ERPMicrosoft 365Power BIContact Center as a Service (CCaaS)

Industry Keywords

Business-Critical ApplicationsCustomer-Facing EnvironmentOperational EfficiencyTechnology SolutionsContinuous Improvement Initiatives

Tech Stack

Tools & technologies

CloudERP

About the role

Key responsibilities & impact

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.
Support infrastructure, application, and integration improvements.
Manage multiple concurrent technology and process improvement projects.
Manage engineering teams and external vendors on enhancements and issue resolution.
Facilitate project planning workshops and stakeholder meetings.
Track milestones, dependencies, budgets, risks, and resource allocation.
Ensure projects are delivered on time, within scope, and aligned with business priorities.
Drive user adoption through effective communication, documentation, and training.
Conduct post-implementation reviews to measure outcomes against expected benefits and identify lessons learned.
Maintain a roadmap of continuous improvement initiatives and recommend priorities based on business impact and ROI.
Lead geographically distributed technical teams.
Mentor engineers and technical support staff.
Conduct performance reviews and coaching.
Manage workforce planning and capacity management.
Change management

Requirements

What you’ll need

- 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.
- Demonstrated success in identifying operational inefficiencies and delivering technology solutions that improve productivity and generate measurable business value.
- Experience with one or more of the following platforms is desirable: Genesys Cloud or other Contact Center as a Service (CCaaS) platforms / Salesforce CRM / Odoo ERP / Microsoft 365 / Power BI, MS Frabric or similar reporting and analytics tools.

Benefits

Comp & perks

**Perks of being one of us:  **
- *Flexible work setup*: work fully remotely from any country in the EU on a freelance/B2B contract, or join our Sofia, Bulgaria office under a local employment contract that offers a comprehensive social welfare package.
- *Autonomy:* an environment where your technical vision matters, and you own your work-life balance.
- *Growth*: a personalized career development program to fuel your journey; learn from experts, expand your craft, and work across industries.
- *Global vibe:* an international, dynamic, remote-first workplace.
- *Connectivity Support:* home office allowance
- *Total Rewards*: paid time off and competitive remuneration.
- *Community*: team get-togethers and networking events are in our DNA!
- *Seamless Living:* need a base? Digitally check into a spacious room at our WN LAB Hotel, Bulgaria’s biggest and coolest 4★ co-living hotel. No deposit, with special discounted rates for single apartments starting from 660 EUR/month (utilities & cleaning included!).
- Be part of something *beyond work:* culture, values, impact.