Service Delivery Manager

About the role

We are looking for a Service Delivery Manager to lead a dynamic team in Varna. You will be responsible for ensuring smooth day‑to‑day operations, meeting performance targets, and acting as the primary liaison with our client.

Key responsibilities

• Lead, support and develop a team of service professionals.
• Maintain daily operations, ensuring targets are met and service quality is upheld.
• Coach team members, provide regular feedback and manage performance.
• Serve as the main point of contact for the client, handling expectations and escalations.
• Monitor performance metrics, identify risks early and drive continuous improvement.
• Plan staffing and coverage to align with demand.
• Report on team and service performance to senior management.
• Collaborate with internal teams to remove blockers and raise delivery standards.

Required profile

• Proven experience managing people and operational processes.
• Strong understanding of performance metrics, targets and service standards.
• Confident in managing client or stakeholder relationships.
• Excellent problem‑solving abilities and a calm, organised approach to escalations.
• Fluent written and spoken English.
• Demonstrated leadership and people‑development skills.
• Comfortable working in a fast‑paced, changing environment.

Required skills