ITIL Process Manager (Incident and Problem Management)
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Job Location:
Monthly Salary:
Posted on:
17 hours ago
Vacancies:
1 Vacancy
Job Summary
At Milestone Systems we turn ideas into impact and strive for progress.
Impact & Purpose
Ready to make an impact In this role youll design and champion ITSM processes that ensure stability clarity and consistency across our global IT organization - enabling teams to work smarter and systems to run stronger.
Location
We are looking for an ITIL Process Manager based in Sofia Bulgaria (hybrid mode of working).
Role Summary
As an ITIL Process Manager youll lead the design and continuous improvement of our core Incident and Problem Management processes. While youll collaborate closely with the Security & Incident Response team - our front line in managing critical and high-severity events - youll also work across the entire IT organization to ensure process adoption alignment and operational consistency. Youll be the connector who brings teams together around shared ways of working that reduce impact improve stability and enable smoother global operations.
What You Will Do:
- Design and maintain the global Incident and Problem Management processes to ensure consistency clarity and operational excellence across all IT teams.
- Guide and support the IT teams with structured processes that strengthen response quality for critical and high-impact cases.
- Promote and drive adoption of ITSM processes across the IT organization through training communication and ongoing collaboration.
- Analyze and report key process metrics and trends to identify improvement opportunities and inform decision-making at senior leadership level.
- Partner with ITSM platform owners to enhance process automation workflow design and system configuration that supports process maturity.
- Champion continuous improvement by identifying gaps conducting process reviews and implementing enhancements that strengthen stability and reduce recurring incidents.
What You Bring to The Team:
- Bachelors degree in Computer Science Information Technology or a related field
- Minimum of 5 years of experience in IT service management with at least 3 years as a process manager
- Core competencies in IT process design and optimization based on ITIL best practices. Keeping up-to-date with emerging trends and technologies in ITSM
- Demonstrated expertise in managing and coordinating teams to drive operational excellence.
- ITIL certification at least at foundation level. Information Security Foundation based on ISO 27001 is desirable
- Fluent English
- Excellent communication and analytical skills
How You Will Make a Difference:
- Collaborative and approachable building strong partnerships across Global IT.
- Clear communicator who explains complex processes in simple terms.
- Persuasive and able to guide teams toward best practices.
- Structured organized and consistently well-prepared.
- Proactive problem-solver focused on improving processes and reducing friction.
- Confident facilitator of discussions and reviews.
- Empathetic and people-focused while maintaining global standards.
- Resilient and calm under pressure especially during incidents.
About the Team
Youll become part of a team dedicated to operational excellence and continuous improvement. The Security & Incident Response team works on the front line of critical events while partnering with IT colleagues across departments to strengthen processes and prevent disruptions. We take pride in learning from every incident improving together and driving IT maturity across the organization.
How We Support You:
- Individual development plans aligned with your career goals
- Access to training learning resources and certifications
- Flexible working arrangements
- Supportive leadership and regular feedback
- Opportunities for cross-functional and cross-regional collaboration
- Social activities and spaces to connect with colleagues
What We Offer:
- Hybrid-friendly/flexible way of working
- 25 days vacation
- Employer covered luxury health and dental packages
- Public transport card sponsored by us
- Compliments gift card
- Food vouchers
- Multisport card covered by the employer
- Employee Assistance Program supporting mental financial and legal topics
Excited to join a team that values people and innovation Hit the Apply button and submit your CV in English today. If you have any workplace awards/ certificates make sure to include them.
About Us
Milestone Systems is a leading provider of data-driven video technology software. Our portfolio includes XProtect video management software Arcules video surveillance as a service and BriefCam analytics. We amplify what organizations of any size can see do and achieve with video. Guided by our People First mindset - freedom inclusion and togetherness - we always consider our employees partners and communities in everything we do.
Required Experience:
Manager
Key Skills
About Company
At Milestone, your work goes beyond what the human eye can see. With our unique video technology software, you help people make wiser and more responsible decisions – in and beyond security. Whether you advance our software, inspire to new integrations, or elevate our customers, you a ... View more
