Service Delivery Manager – Server Operations

We are PHOENIX Pharma – a leading integrated healthcare provider in Europe. Our approximately 45000 employees make an important contribution to comprehensive healthcare in Europe. In a total of 29 countries, we supply pharmacies, doctors, and medical institutions with pharmaceuticals and health products through 224 distribution centers. Millions of people across Europe can rely on our services every day.

Our international IT Hub in Sofia, Bulgaria is growing. You will be able to work with different teams within the PHOENIX Group in Europe, being involved in projects related to SAP, Security, Infrastructure, Cloud, Network, OCC, Business Intelligence, ERP, and CRM Solutions. You will have the chance to participate in the development of projects and products that are diverse, visible, interesting, and for public welfare and health. You will work in an international environment and culture with a constant exchange of onsite-/offsite knowledge.

We are looking for а Service Delivery Manager – Server Operations to join our international team in Sofia

Tasks:

• Own the lifecycle and operational excellence of Server Operations Service
• Define and responsible for the Service Delivery model, ensuring adherence to established SFA and SLAs
• Ensures that Service Delivery quality meet customer requirements
• Responsible to deliver Service reports reacting on Service Provider exceeded KPIs
• Responsible for defining and maintaining a consistent Service Catalogue
• Supports changes to the existing Service as well as development and launch of new Sub-services
• Ensure service budget control and adequate service charging definitions in close cooperation with the Service Owner
• Liaise closely with customers to agree and to finalize new or changes SLAs
• Liaise closely with the Service Owner to architect and define service improvement roadmaps
• Responsible for Capacity Management, Lifecycle Management, Operational Service risk management to contribute to Service Availability and to prevent any Security breaches.
• Direct responsibility on Problem management and Service Provider management
• Ensure service compliance with all relevant internal and external regulations and Security standards

Requirements:

• Proven experience in Server Operations Service Delivery Management in Enterprise Companies
• Experience in managing and understanding an x86 Hosting environment is beneficial
• ITIL Process Knowledge
• Experience in SLA definition, Service description, Monitoring and Reporting
• Confident attitude to handle internal service delivery teams with good soft skills
• Motivation to work self-organized, independent with good and proactive communication skills and in close collaboration with internal and external technical teams
• Your business and technical skills in English, both written and spoken are adequate to handle all topics within a European acting company

What We Offer:

• 26 days paid annual leave + 1 additional for your Birthday.
• Health insurance.
• Food vouchers.
• Flexible working time and options to work from home.
• Free parking.
• Sports venue pass fully covered.
• Learning and development.
• Employee discounts for company products and services.

With passion about our product vision in delivering health: creating a health platform that brings together all health services—pharmacies, doctors, and medical supply stores—under one roof. We look for people with the same drive as us. If you recognize this role as a career opportunity where you can make a real difference and be part of an innovative project, we'd love to hear from you!

Only short-listed candidates will be contacted. All applications will be treated with strict confidentiality.