{"id":2268082,"url":"https://alion.io/job/inchcape-it-service-delivery-manager-2","title":"IT Service Delivery Manager","company":{"id":448301,"name":"Inchcape","domain":"inchcape.com","url":"https://alion.io/company/inchcape-3","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":100,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":13,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Sofia, Bulgaria"],"countries":["BG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":103000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1783},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false},{"name":"ITSM","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-29T00:00:00Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-26T15:09:50Z","board_verified":true,"closed_at":null,"days_open":27,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":27},"description":"Job Title: IT SERVICE DELIVERY MANAGER\nLocation: Bulgaria, Europe\nJob Details: Hybrid\nDo 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.\nJoin 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.\nOur 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.\nSupport 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.\nWhat you’ll do:\nService Management & Operations\nBe the primary local IT contact for business and a key escalation point of contact for all IT-related issues for the market.\nEnsure adherence to SLAs, KPIs, and other performance metrics and ITSM processes. (For external and internal providers). \nOwn Service reviews and KPI management process\nManage incidents, service requests, and operational service performance.\nOversee escalations and operational support proactively. Ensure global/local teams are being followed-up till incident / problem is fixed.\nBusiness & Stakeholder Management\nWork closely with Business to make sure their needs are addressed properly. Build relationships with local businesses.\nAlign IT services with business requirements and priorities.\nProvide functional leadership to local IT support resources.\nLeadership of the Service Delivery support team- coach and growth local support team.\nOwn 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.\nLead local help desk team members support operation (dotted line)\nVendor & Supplier Management\nOwn 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.\nActively 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. \nEnsure vendors meet contractual and operational expectations. Lead local vendors governance and TPRM activities for local support ensure process governance.\nGovernance, Risk & Compliance\nLead compliance activities including MCF, GDPR, IT Security, audits, and governance controls.\nWork closely with the regional/global teams to ensure compliance with security and operational frameworks.\nCollaborate 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.).\nOwn ITGC and audit compliance local evidence collection, ensuring they are up to date and compliant.\nSupport implementation of governance models such as NIST, ITGC, and MCF. \nProject & Change Management\nSupport application and infrastructure projects.\nEnsure smooth transition of projects into BAU operations. Ensure that a BAU process is established for them in accordance with business needs.\nEstablish appropriate support and operational models after project completion.\nFinancial & Asset Management\nSupport the review local IT budget related to Service Delivery for the market if it is needed (Opex and Capex).\nOversee cost optimization and supplier-related expenditures.\nDocumentation & Business Continuity\nKeep local IS Service documentation (Policies, Procedures, User Manuals, FAQs) up to date\nEnsure 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\nDrive standardization, synergies and operational improvements across applications and infrastructure between countries\nRegional Collaboration & Continuous Improvement\nActively participate in Regional and Global IT teamwork. Engage, if and when necessary, at the Regional/Global level.\nPromote collaboration and continuous service improvement. Foster a positive and collaborative team environment.\nAbout you\nTo be successful in this role you will be:\nExtensive experience in service delivery or operations management.\nProven track record of managing service delivery in a complex and dynamic environment.\nExcellent communication skills and the ability to communicate effectively at all management levels.\nProven track record of managing IT suppliers.\nExperience in managing ERP systems.\nExperience of being responsible for IT security.\nExcellent interpersonal skills.\nSelf-driven with the ability to identify and drive their own objectives & initiatives with a minimum of guidance\nAnalytical and problem-solving skills\nFluent in English.\nExperience in the Automotive industry is desirable but not essential.\nKnowledge of ITIL or other service management frameworks is a plus.\nStart your journey\nIf 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.\nOpportunity for everyone\nAt 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.\nAbout us\nInchcape 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.\nOur 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.\nAdditional information request\nSelected 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.\nAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.","description_format":"text","description_chars":7484,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Bulgaria","iso":"BG","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-11T07:12:26Z"}],"visa":[],"liveness":{"score":23,"band":"cold","label":"Long shot","p_open":1,"p_active":0.667,"p_room":0.35,"age_days":27,"expected_fill_days":13,"reasons":["conf:12","velocity","win:tail","comp:brand"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/inchcape-it-service-delivery-manager-2","json_url":"https://alion.io/job/inchcape-it-service-delivery-manager-2.json","meta":{"generated_at":"2026-10-26T21:12:14Z","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":28565,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"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":448301},"rest":"https://alion.io/mcp/rest/get_company?id=448301"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Finchcape-it-service-delivery-manager-2"},{"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%2Finchcape-it-service-delivery-manager-2"},{"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%2Finchcape-it-service-delivery-manager-2"},{"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/inchcape-it-service-delivery-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Finchcape-it-service-delivery-manager-2"}]}