Service Delivery Manager (f/m/d) @ A1 Competence Delivery Center
- София
- Permanent
- Full-time
Opportunities to learn and build your career.
Meaningful work in a stable and fast-paced company.
Diversity of people, projects, and platforms.
A supportive, fun, and inspiring place to work.Petar Vigenin is looking for a new member for his team.Role Overview:
The CDC Service Delivery Manager acts as the single point of contact between International Business (IB) and the respective CDCs, ensuring smooth coordination across technical, NOC, and IT departments. This role oversees the delivery of complex IB solutions, ensuring services meet agreed SLAs and customer expectations. The manager leads incident resolution, initiates and compiles root cause analyses, and represents the customer perspective within the CDC organization. Additionally, they identify and propose service and operational improvements to enhance overall quality and performance.Role Insights:
Represents the end-customer needs and requirements of IB within the CDC organization.
Maintains a constant overview of the contracted and defined quality standards for IB services.
Coordinates and communicates between IB and the respective CDC in case of outages or tickets, and provides the Reason for Outage (RFO).
Acts as the coordinator for improvement measures after outages with all related CDCs, including adaptations and extensions of monitoring.
Identifies process weaknesses and implements measures for improvement.
Ensures cross-functional cooperation between different CDCs for complex services (e.g., signalling and IP transport) and new product implementations.
Holds primary responsibility for communicating Root Cause Analyses (RCAs) in case of service outages (towards IB).
Coordinates all technical and operational departments involved in delivering IB services (e.g., CDC, AT ICS, etc.).What Makes You Unique:
Proven experience acting as a key liaison between business units and operational delivery teams, ensuring seamless communication and issue resolution.
Strong coordination skills with the ability to manage cross-functional collaboration across multiple departments for complex service delivery.
A track record of maintaining high service quality standards, with experience monitoring performance metrics and ensuring SLA compliance.
Solid incident management capabilities, including driving communication during outages and initiating root cause analysis processes.
A mindset for operational excellence with the ability to identify inefficiencies and lead continuous improvement initiatives.
Experience creating and presenting detailed performance and SLA reports, including traffic trends and roaming data analytics.Our gratitude for the job done will be eternal, but we'll also offer you:
Innovative technologies and platforms to “play” with.
Modern working environment for your comfort.
Friendly, ambitious, and motivated teammates to support each other.
Thousands of online and in-person learning opportunities for you to grow.
Challenging assignments and career development opportunities in multinational environment.
Attractive compensation package.
Flexible working schedule and opportunity for home office.
Numerous additional benefits, including, but not limited to free A1 services.If you are interested in this challenging opportunity, please do not hesitate to submit your application till 10.09.2025
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