Main responsibilities
Lead, support and develop a team
Keep day-to-day operations running smoothly and meeting targets
Coach the team, give regular feedback and manage performance
Act as a key point of contact for the client and manage expectations and escalations
Keep an eye on performance, spot risks early and improve how things are done
Plan coverage and resourcing to match demand
Report regularly on how the team and service are performing
Work with internal teams to remove blockers and raise the bar on delivery
Requirements
Solid experience managing people and operational processes.
A good grasp of performance metrics, targets and service standards
Confident managing client or stakeholder relationships
Strong problem-solving and a calm, organised approach to escalations
Comfortable with common operational and ticketing tools
Excellent written and spoken English
Strong leadership and people-development skills
Happy working in a fast-paced, changing environment
About us
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📌 Service Delivery Manager (Varna)
🏢 Flatrock
📍 Varna