IT Service Delivery Manager

About Us

We are building a community where global talent is geographically unleashed, and diversity is celebrated. We champion the freedom of living and working across borders, shaping a nation without a country.

• Remote engineering services, global impact — expert engineering, design, and business talent in cross-disciplinary project teams.
• Diversity celebrated — 40+ nationalities, 4 continents, one team.
• Continuous growth — we invest in you: projects, coliving, community, pushing you beyond what you thought possible.

Your mission at WorkNomads:

Service Delivery:

• 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.

Technical Ops Project Management:

• 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.

Leadership:

• 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

• 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

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.