Service Delivery Manager

Devexperts works with respected financial institutions, delivering products and tailor-made solutions for retail and brokerage houses, exchanges, and buy-side firms. The company focuses on trading platforms and brokerage automation, complex software development projects, market data products, and IT consulting services. 

Primary Responsibilities include:

1. Service Delivery Management:

• Ensure compliance with the procedures, instructions, KPIs, and support contract commitments;
• Lead an onboarding process of the client during the production launch;
• Сommunicate with the client via telephone, e-mail, or IM to report the current status of the issues;
• Oversee the resolution of major incidents, ensuring timely communication and resolution;
• Take responsibility for completing the support contract conditions;

2. Process management:

• Organize and supervise giving estimations, planning and executing maintenance routine operations & project development tasks in frames of the support team;
• Manage the process of investigation of the technical issues;
• Manage tasks related to the bug fix of the product.

3. People management:

• Manage a project support group in the Maintenance and Support department;
• Organize and manage the workload of the team and their backlog;

4. Service Improvement:

• Identify opportunities for process improvements and implement best practices to enhance service delivery;
• Identify opportunities to enhance the teams' active monitoring and reporting;
• Report on key performance indicators (KPIs) with the required stakeholders;

Must-have skills: 

• 3+ years of experience in IT Service delivery management,
• Bachelor’s or Master’s Degree in IT or relevant experience,
• Strong understanding of ITIL framework,
• Knowledge of DevOps and SRE principals, software development lifecycle,
• Excellent written and verbal communication skills with internal stakeholders and customers, ability to convey technical concepts to both technical and non-technical audiences,
• Strong analytical and problem-solving skills,
• Strong leadership skills,
• Experience in participation in projects in the field of development, deployment, and maintenance of the product,
• Experience in commercial software deployment.

Nice-to-have skills: 

• Experience in project management\ understanding of methodologies is a plus,
• Knowledge of the financial software for trading is a plus,
• ITIL certification is a plus.

Care for the employees is one of Devexperts' core values. For the suggested position, we offer a benefits package that will guarantee the comfort of our new teammate.

Flexibility benefits:

• Possibility of hybrid/remote work mode,
• Flexible working hours.

Health and recreation benefits:

• 20 days of paid vacation,
• 5 days of fully paid additional wellness days,
• Medical insurance – premium package,
• Free MultiSport card.

Facility benefits:

• Modern office with new equipment,
• Panoramic view of Vitosha mountain,
• PlayStation, Billiard, Relax zone and Gym,
• Parking space/public transport card,
• Free drinks and snacks.

Community benefits:

• Teambuilding activities,
• Corporate parties,
• Football club,
• Speakers' club,
• Free admission to corporate external events,
• Possibility of joining conferences and professional fairs.

Professional training benefits:

• English language courses,
• Local language courses for foreign employees,
• Unlimited access to self-learning platforms,
• Certification opportunities,
• Mentorship Program.

Social benefits:

• Referral bonuses for specific roles,
• Paid leave upon special events.