Service Delivery Manager
- Location
- Sofia 1729, Bulgaria Mladost 1, 9 "Ana Ahmatova" str.
- Date
- 16, October 2025
- Job Type
- Service Delivery Manager
Think Smart Ltd. is a rapidly growing company that has a broad portfolio of IT products, services and solutions that help customers build and enhance the efficiency, productivity, security and reliability of their IT infrastructure.
We are seeking a highly skilled Service Delivery Manager to join our team. The role demands to leading the daily operations of the IT Service Desk to ensure timely, efficient, and high-quality technical support across the organization. This role oversees the service delivery process, manages support personnel, ensures adherence to SLAs, and continuously improves processes, automation, and client satisfaction.
In addition to leadership responsibilities, this position serves as the senior technical escalation point for complex incidents and problems. The role combines hands-on technical expertise with strong leadership and process ownership to maintain operational excellence and customer trust.
What will be your duties?
- Ensure the Service Desk team delivers exceptional technical support within defined SLAs and KPIs.
- Manage and monitor ticket queues, prioritization, and escalation processes to maintain consistent response and resolution times.
- Supervise, mentor, and coach Service Desk staff to develop both technical and customer service skills.
- Conduct regular performance reviews, knowledge-sharing sessions, and individual development plans.
- Promote a service-oriented culture focused on quality, accountability, and continuous improvement.
- Plan and manage resource allocation for shifts, on-call duties, and major IT rollouts.
- Act as escalation point for complex or critical incidents escalated from Service Desk Technicians.
- Diagnose and resolve advanced technical issues related to Windows Operating Systems and Microsoft 365 products.
- Collaborate closely with Systems, Network, and Security teams to ensure seamless incident resolution.
- Perform post-incident analysis, root-cause investigations, and document permanent corrective actions.
- Maintain ownership of high-impact or recurring issues until full resolution.
- Ensure updated knowledge base articles and SOPs reflect escalated issue resolutions.
- Oversee and optimize incident, request, and problem management workflows in ConnectWise PSA (or similar ITSM platform).
- Define, implement, and maintain SLAs and KPIs for service delivery and customer satisfaction.
- Generate and analyze operational reports to identify trends, bottlenecks, and opportunities for automation.
- process improvement initiatives across the Service Desk to enhance efficiency and service quality.
- Contribute to ITIL-based process maturity for incident, change, and configuration management.
- Partner with senior leadership and other IT functions (Systems, Network, Security) to align with companywide standards.
- Build and maintain strong relationships with business units and clients to ensure alignment between IT support and business goals.
- Participate in cross-functional initiatives related to modernization, automation, and digital transformation.
What do you need to have?
- Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
- 5+ years of experience in IT support or service desk roles, including at least 2 years in a leadership or senior technical capacity.
- Strong knowledge of ITSM tools (e.g., ConnectWise, ServiceNow, Ivanti, Jira Service Management).
- Solid understanding of Windows desktop/server environments, Microsoft 365, and endpoint management (Intune, AD, GPO).
- Familiarity with ITIL best practices; ITIL certification preferred.
- Excellent organizational, communication, and customer service skills.
- Proven experience in managing KPIs, SLAs, and technical reporting.
- Experience in an MSP or MSSP environment.
- Knowledge of automation tools, scripting (PowerShell, Python), or RMM platforms.
- Exposure to cybersecurity principles, asset management, and patch compliance.
- Certification in ITIL, Microsoft, or CompTIA (A+, Network+, Security+).
What do we offer?
- Comprehensive health insurance coverage
- Complimentary sports activity card
- A platform with various social benefits
- An extra day off on your birthday, along with a special gift from the company
- Supportive and work-friendly environment
If our offer is of interest to you and you meet our requirements, please send your CV.
Candidates approved on the documents will be invited for an interview.
- Experience
- 5+ Years Experience
- Working Hours
- 09 AM to 06 PM
- Working Days
- Weekly 5 days (Mon to Sun)
- Salary
- $24k - 65k (Yearly)
- Vacancy
- No of Vacancies: 2
- Deadline
- 16 November 2025
Why Choose Us
Because we are a fast-growing
company with opportunities to work with technology of an innovative nature and participate in dynamic and interesting projects
Because we are the epitome of stability
and reliability in the face of our customers, providing the protection they need
Because we never stop providing
development opportunities, encouraging and motivating our team.
