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Senior Service Manager

valtech.com Logo

Valtech

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Location:
Bulgaria

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

At Valtech, you’ll find an environment designed for continuous learning, meaningful impact, and professional growth. Whether you're pioneering new digital solutions, challenging conventional thinking or building the next generation of customer experiences, your work will help transform industries. As a Senior Service Manager, you are passionate about experience innovation and eager to push the boundaries of what’s possible. You bring 5+ years of experience, a growth mindset and a drive to make a lasting impact.

Job Responsibility:

  • Implement and manage operational support services for large international clients
  • Construct and manage support processes and teams in a complex vendor and client landscape
  • Set up and negotiate managed service contracts and SLAs
  • Monitor and manage service accounts, reporting and performance metrics
  • Lead incident, problem, change and request management processes
  • Coordinate with 3rd party vendors and internal delivery teams to ensure end-to-end service excellence
  • Liaise with clients daily to maintain service quality and satisfaction
  • Contribute to continuous improvement in operational excellence and delivery processes
  • Manage security and privacy processes for your accounts
  • Share knowledge with peers and contribute to the Technology Run craft circle
  • Support pre-sales processes as needed

Requirements:

  • 5+ years of relevant experience in ITIL-based processes and SLA management
  • Experience setting up managed services contracts and SLAs
  • Familiarity with Agile delivery methods such as SCRUM and Kanban
  • Understanding of DevOps principles
  • Experience working in an international and multicultural context with offshored teams
  • Excellent command of English (C2 level)

Nice to have:

  • ITIL, ASL and/or BiSL certification
  • Experience with online commerce and/or experience platforms
  • Technical affinity to understand platform operations and support requirements
  • Strong client orientation, communication and interpersonal skills
  • Motivated to contribute to operational quality improvements
What we offer:
  • Flexibility, with remote and hybrid work options and 25 vacation days for a healthy work-life balance
  • Co-subsidized transportation & Multisport cards
  • Premium health insurance for fast and easy access to top healthcare services
  • Training policy for technical and other skills-related events, courses and certifications
  • Personal career development roadmap guided by performance evaluations
  • Self-care program offering psychological consultations & discussions for you and the team
  • Cozy office space designed for comfort and productivity
  • Exciting team events and company gatherings

Additional Information:

Job Posted:
April 16, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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