{"id":2548781,"url":"https://alion.io/job/dormakaba-group-itsm-quality-and-escalation-manager","title":"ITSM Quality and Escalation Manager","company":{"id":1871127,"name":"dormakaba Group","domain":"dormakabagroup.com","url":"https://alion.io/company/dormakabagroup","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sofia, Bulgaria"],"countries":["BG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-14T16:49:43Z","employer_posted_date":null,"last_verified_at":"2026-10-14T16:49:43Z","board_verified":false,"closed_at":null,"days_open":5,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":5},"description":"Position overview\n\nThe ITSM Quality & Escalation Manager ensures the quality, efficiency, and accountability of IT service management processes by overseeing ServiceNow activities, monitoring SLA and KPI performance, managing escalations, and driving continual process improvement. The role promotes clear ownership, timely resolution of incidents and requests, establishes quality standards for service delivery, and supports teams through governance, reporting, training, and ITSM best practices.\n\nWhat you will do\n\nReview incidents and service requests to ensure accurate categorization, prioritization, documentation, assignment, resolution, and closure, and assess compliance with ITIL practices, SLAs, and quality standards.\n\nIdentify misrouted, aging, stalled, or high-impact tickets, clarify ownership, and drive the appropriate functional and management escalations.\n\nMonitor SLA and KPI performance, create dashboards and reports, and provide visibility into IT service performance.\n\nDefine and maintain the quality framework for incident, problem, and service request management, including audits and quality reviews.\n\nAnalyze trends, recurring issues, and quality findings to identify improvement opportunities and drive corrective actions.\n\nCoordinate resolution efforts across service desks, support teams, service owners, vendors, and business stakeholders.\n\nHandle escalations related to Incident and Service Request Management received from stakeholders and the business, ensuring appropriate ownership\n\nIdentify knowledge gaps and work with teams to improve documentation, knowledge sharing, and future issue resolution.\n\nWhat we require\n\nUniversity degree in IT, Computer Science, or a related field.\n\nITIL 4 Foundation certification.\n\n8+ years of experience in IT Service Management (ITSM), service operations, or a similar role.\n\nStrong hands-on experience with ServiceNow, including ITSM applications, Knowledge Management, reporting, and dashboarding.\n\nStrong knowledge of ITSM principles and ITIL best practices.\n\nExperience with data analysis, reporting, KPI monitoring, and service performance management.\n\nExcellent problem-solving, decision-making, presentation, and communication skills.\n\nProven ability to manage stakeholders, vendors, and cross-functional teams, including coaching and conflict resolution.\n\nStrong customer focus, business acumen, process and quality orientation, and a continuous improvement mindset.\n\nWhat we offer\n\nBest opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust\n\nHome office allowance\n\n25 days paid annual leave\n\nAdditional health insurance\n\n102.26 EUR Food vouchers\n\nPublic transportation card\n\nMultisport / Coolfit card\n\nOpportunity for flexibility with a hybrid working model\n\nEmployee Assistance Program (Mental Health, Legal & Financial Counselling)\n\nLanguage training opportunity\n\nBrand new modern office premises in a class A Business building\n\nEmployee referral program\n\nFresh fruits in the office\n\nTraining and mentorship programs\n\nAccess to over 15,000 LinkedIn Learning courses to assist in your development\n\nWho we are\n\nWe are at the heart of every place that matters. From automatic doors to cloud-based access management – as a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. With over 160 years of experience and a focus on excellence and innovation, we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba, you are encouraged to take initiative, develop your skills, and build your career alongside 16,000 experts worldwide who are setting industry standards every day.\n\nWork in a place where you matter – apply now!","description_format":"text","description_chars":3842,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Health insurance","Home office","Hybrid work"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-14T17:18:30Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.897,"p_room":1,"age_days":4,"expected_fill_days":26,"reasons":["seen:4","velocity","win:early"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/dormakaba-group-itsm-quality-and-escalation-manager","json_url":"https://alion.io/job/dormakaba-group-itsm-quality-and-escalation-manager.json","meta":{"generated_at":"2026-10-20T02:59:57Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3292,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1871127},"rest":"https://alion.io/mcp/rest/get_company?id=1871127"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdormakaba-group-itsm-quality-and-escalation-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdormakaba-group-itsm-quality-and-escalation-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdormakaba-group-itsm-quality-and-escalation-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dormakaba-group-itsm-quality-and-escalation-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdormakaba-group-itsm-quality-and-escalation-manager"}]}