IT Service Delivery Manager

Job Title: IT SERVICE DELIVERY MANAGER

Location: Bulgaria, Europe

Job Details: Hybrid

Do you want to lead in a dynamic business that’s transforming global automotive distribution? At Inchcape, we’re pursuing an exciting strategy to evolve our global business and accelerate our industry towards a low-carbon, sustainable future.

Join Inchcape in Bulgaria, part of Inchcape’s global network. You’ll be instrumental in executing our bold and exciting strategy, delivering great experiences for our customers, colleagues and partners. Powering the performance of a highly collaborative team of diverse and talented colleagues.

Our IT division is seeking an IT Service Delivery Manager to join our team. In this position you will be overseeing the delivery of services to our clients within BG /NM. This role ensures that all service level agreements (SLAs) are met, client satisfaction is maintained, IT services security compliance is met, and continuous improvement processes are implemented.

Support the delivery of a programme of Application and infrastructure-related projects according to the Global Inchcape strategy. Ensure that the regional IT agenda is delivered in the market.

What you’ll do:

Service Management & Operations

• Be the primary local IT contact for business and a key escalation point of contact for all IT-related issues for the market.
• Ensure adherence to SLAs, KPIs, and other performance metrics and ITSM processes. (For external and internal providers).
• Own Service reviews and KPI management process
• Manage incidents, service requests, and operational service performance.
• Oversee escalations and operational support proactively. Ensure global/local teams are being followed-up till incident / problem is fixed.

Business & Stakeholder Management

• Work closely with Business to make sure their needs are addressed properly. Build relationships with local businesses.
• Align IT services with business requirements and priorities.
• Provide functional leadership to local IT support resources.
• Leadership of the Service Delivery support team- coach and growth local support team.
• Own the relationship with IT suppliers (Internal and External). Review invoices, control costs, escalate issues, and work to solve open Incidents and complete Service Requests. Make sure they work following Inchcape policies and procedures.
• Lead local help desk team members support operation (dotted line)

Vendor & Supplier Management

• Own the relationship with IT suppliers (Internal and External). Review invoices, control costs, escalate issues, and work to solve open Incidents and complete Service Requests. Make sure they work following Inchcape policies and procedures. Oversee service performance, escalations, invoices, and cost control.
• Actively Participate in Compliance (MCF, GDPR, IT Security) activities and projects covering IT part. To be responsible for MCF & GDPR (IT part) implementation and following at the country level. Be responsible for IT audit review.
• Ensure vendors meet contractual and operational expectations. Lead local vendors governance and TPRM activities for local support ensure process governance.

Governance, Risk & Compliance

• Lead compliance activities including MCF, GDPR, IT Security, audits, and governance controls.
• Work closely with the regional/global teams to ensure compliance with security and operational frameworks.
• Collaborate with infrastructure and security groups (DDC), which are responsible for the IT security/infra framework at the regional level (patching, vulnerability scan and actions, IT security controls, etc.).
• Own ITGC and audit compliance local evidence collection, ensuring they are up to date and compliant.
• Support implementation of governance models such as NIST, ITGC, and MCF.

Project & Change Management

• Support application and infrastructure projects.
• Ensure smooth transition of projects into BAU operations. Ensure that a BAU process is established for them in accordance with business needs.
• Establish appropriate support and operational models after project completion.

Financial & Asset Management

• Support the review local IT budget related to Service Delivery for the market if it is needed (Opex and Capex).
• Oversee cost optimization and supplier-related expenditures.

Documentation & Business Continuity

• Keep local IS Service documentation (Policies, Procedures, User Manuals, FAQs) up to date
• Ensure Disaster Recovery, Backup, CMDB, and Business Continuity processes are effective and up to date. Ensure IT service part is in place and covers the risk
• Drive standardization, synergies and operational improvements across applications and infrastructure between countries

Regional Collaboration & Continuous Improvement

• Actively participate in Regional and Global IT teamwork. Engage, if and when necessary, at the Regional/Global level.
• Promote collaboration and continuous service improvement. Foster a positive and collaborative team environment.

About you

To be successful in this role you will be:

• Extensive experience in service delivery or operations management.
• Proven track record of managing service delivery in a complex and dynamic environment.
• Excellent communication skills and the ability to communicate effectively at all management levels.
• Proven track record of managing IT suppliers.
• Experience in managing ERP systems.
• Experience of being responsible for IT security.
• Excellent interpersonal skills.
• Self-driven with the ability to identify and drive their own objectives & initiatives with a minimum of guidance
• Analytical and problem-solving skills
• Fluent in English.
• Experience in the Automotive industry is desirable but not essential.
• Knowledge of ITIL or other service management frameworks is a plus.

Start your journey

If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. You might be the perfect fit we’re looking for. Join our team and become part of a leading global automotive company that is transforming tomorrow, together.

Opportunity for everyone

At Inchcape, inclusion accelerates our success. We are committed to creating a workplace where everyone feels valued, heard, and empowered to thrive. We foster an inclusive culture that reflects the communities we serve, ensuring opportunities for all.

About us

Inchcape is the leading global automotive distributor operating in 38 markets. We partner with some of the biggest brands in the business to sustainably power better mobility today and in the future.

Our diverse global team of over 16,000 talented colleagues foster an inclusive and collaborative culture, delivering a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, driving the transformation of our industry and redefining tomorrow. Find out more visit www.inchcape.com. Inchcape’s Digital Delivery Centres drive innovation, empowering global mobility through advanced technology solutions. Our teams deliver impactful digital systems, ensuring long term business success with world-class operations at scale. Learn more about us here.

Additional information request

Selected candidates will be contacted to initiate our hiring journey. We may request additional information from applicants to better understand your background, qualifications and experience for the role.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.