IT Service Delivery Manager

WorkNomads is on the hunt for a IT Service Delivery Manager to join our team!

Who We Are:

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

• 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.

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.   

How to Apply / What Happens Next:  

1. Send us your CV by hitting the “Apply” button.  

2. You will hear from one of our Global Talent Connectors within 5 business days with the next steps.  

3. Meet us on MS Teams and tell us what excites you.  

4. Next stage could be a test or a task - we want to see what you DO (not just what you say)  

5. Along this journey and depending on the role you are applying for, prepare to meet either our Chief Talent Gaucho, your future leader or our Head Honcho!   

Want to learn more? Check us out below:  

https://www.worknomads.com/

Interest piqued? Join us! 

WorkNomads — A Nation Without a Country 

We celebrate the right of every human to be themselves and provide opportunities for global talent to shine. Diversity, social equity, and inclusion are at the core of who we are. We create an environment where different voices are respected, heard and empowered in equal measure. We’re breaking down the boundaries by designing a new nomadic economy by enabling people to do what they love and be where they want.