Global Center Lead

About the role:

The GCC Lead will oversee the day-to-day operations of the Global Capability Center in Bulgaria ensuring seamless delivery of technical and support services. This role is responsible for managing a multidisciplinary team including Vendor Managers Technical Account Managers and Network Operations Analysts. The Team Lead will drive operational excellence foster collaboration and ensure alignment with global standards and business objectives.

Responsibilities:

• Manage and coordinate activities across technical and support teams within the GCC.
• Ensure adherence to service level agreements (SLAs) operational KPIs and compliance standards.
• Oversee incident management escalation processes and resolution timelines.
• Lead mentor and develop team members to achieve performance goals.
• Foster a culture of accountability continuous improvement and collaboration.
• Conduct regular performance reviews and provide coaching for career development.
• Act as primary point of contact for vendor relationships within the GCC.
• Ensure vendor performance meets contractual obligations and quality standards.
• Collaborate with global stakeholders to align GCC operations with strategic objectives.
• Identify opportunities for process improvement and automation.
• Implement best practices for technical support and network operations.
• Drive efficiency initiatives to optimize resource utilization.
• Ensure compliance with global security data privacy and regulatory requirements.
• Monitor operational risks and implement mitigation strategies.

Requirements:

• 5 years of experience in operations management within a technical or shared services environment
• Proven leadership experience managing cross-functional teams
• Fluency in English
• Strong understanding of vendor management technical account management and network operations
• Excellent communication and stakeholder engagement skills
• Strategic thinking & execution
• Leadership & people development skills
• Bachelors degree in Information Technology Business Administration or related field.

• Performance-based bonuses
• Referral bonus program
• 24 days annual paid leave
• Additional health insurance (outpatient & hospital medical care dental care coverage of dioptric glasses and more)
• Free Psychological Counselling via phone and on the spot
• Newborn or newly adopted child bonus
• Food vouchers 76.69 EUR/month (150 BGN)
• Upskilling & reskilling training programs and e-learning hub
• Diverse career growth opportunities
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives