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Service Manager



This position is available in Sofia


Software AG is increasingly focusing on managed services business by providing customers with an entire service portfolio. This portfolio consists of different services which will be managed by a managed services team, who are responsible for managing the infrastructure as well as customer’s platform related operations.


Main Objectives of the Role:

  • In the beginning you will further build up and develop the managed services team in Sofia. This activity will be supported by the Manager Managed Services Bulgaria as well as the Service Management team.
  • You will manage the effective implementation and execution of Application managed services from our team in Sofia.
  • You will work with international customers and fast-growing teams.



As service manager you will

  • Work in an ITIL oriented service
  • Make sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets.
  • Work closely with our customers for the definition and review service KPIs.
  • Manage the Service Transition phase for different projects.
  • Work on challenging technical tasks, as part of the team, to further build up and improve knowledge sharing.
  • Be responsible for creating and presenting scheduled and ad-hoc reports to internal and external stakeholders.
  • Set priorities and manage the backlog on a daily basis.
  • Help establish a robust initial project knowledge repository (Confluence) for smooth operations and actively manage its content with the help of the team.
  • Be responsible for liaising with engineers, developers and product managers to ensure smooth service delivery.



  • 5+ years of experience in service management
  • Master or Bachelor degree in Information Technology, Computer Science or Business Information Systems
  • Strong knowledge of ITIL processes and best practices, proven by a certification
  • Ability to explain complex information in a simple manner
  • Analytical skills
  • Reporting skills
  • Customer oriented
  • Structured working method
  • Excellent oral and written English communication skills


Skills which are a plus:


  • German language
  • Ability to work in a fast-paced, diverse global environment
  • IT support and customer facing experience
  • Demonstrate 2 skill areas of IT disciplines:

        -  Application support

          -  Business intelligence

          -  QA/Release Engineer

          -  Process/compliance



  • An opportunity to work on some of the most important and challenging Software AG products used by large enterprises all over the world
  • Excellent remuneration package with additional social and medical benefits
  • Work-life balance - 25 days of vacation, flexible working hours, home office policy
  • Well-defined career and personal development opportunities in wide range of technology areas
  • Regular training and team building events
  • A sustainable job in a global environment
  • Fun and comfortable working atmosphere



















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