Service Assurance Manager

Bulgaria | Sofia, Bulgaria
Job ID: 57100

Job Description

Position at Ingram Micro

Ingram Micro. It is all about the people

35 thousand people all over the world – talented and experienced – this is the Ingram Micro team. We are a Global Technology and Supply Chain Service Provider. We respect our associates’ imagination, personality, and self-expression. We are a team of 1200+ in Bulgaria and we advance together – to оur business goals, to a better career, to our personal development.

Wherever you are on your career path, we will help you keep going forward!

Typical duties will include:

  • To ensure Comms-Care adherence to service management principles - ITIL led; Configuration management, problem management, change management, IT helpdesk function, release and version control.
  • Using technical experience and analytical techniques in problem solving, in situations with complex facts, situations.
  • Develop, rollout and ensure adherence to processes and standards to meet Comms-Care and customer’s service delivery expectations.
  • To project manage small enhancements to existing BAU IT infrastructure.
  • Customer management in terms of quality and expectations specific to customers, and internal customer base.
  • Working with Account Manager/Director lead to identify new opportunities to grow our services footprint within our customer base.
  • To produce various ad-hoc and regular IT reports, for both technical and non-technical audiences.
  • Tactical management of suppliers in the delivery of service delivery targets, including service review meetings, continuous service improvement meetings, and ad-hoc communications, the success of which directly impacts on the ability of Comms-Care to deliver the necessary service to their customers.
  • Internal process development to enable delivery of the required service levels.
  • Ensuring that service reports are produced on time and with the quality of information required by the customer and in line with Comms-care contractual obligations.
  • Identifying and developing performance improvement and commercial opportunities through the application of a continuous improvement programme.
  • Develop strong relationships with customers and Comms-care operational staff in collectively delivering service requirements and exceeding expectation.
  • Single point of contact for escalation of service delivery issues and problem solving.
  • Work closely with internal service providers to develop and continually improve the service levels.
  • Make recommendations on operational working practices.
  • Producing reports from complex technical data, including schematics and flow processes, assessing trends for example, and reporting to a non-technical audience.


  • Education - Technical related Bachelor or Maters Degree
  • ITIL Accredited (relevant intermediate modules desired)
  • Prince 2 (desired)
  • Understanding of Service Management Methodologies and best practice 

Experience and Skills

  • Demonstrable technical knowledge and understanding, with an ability to translate technical requirements and specifications into easily understood business concepts and vice versa.
  • Understanding the importance of business processes and compliance.
  • Excellent communication and negotiation skills (verbal and written).
  • Strong relationship management skills.
  • Experience in dealing with a sales environment.
  • Experience of report writing.
  • Advanced Microsoft Office knowledge - Word, Excel, Outlook, Microsoft Project and Visio.
  • Able to identify key deliveries and to prioritise.
  • Demonstrable experience of working in an IT Service management capacity
  • Experience of managing suppliers in outsourcing contracts
  • Experience of Service Delivery, Project and Problem management across multiple industries and business cultures.
  • Management/Team Leader experience will be considered as advantage although this is not people management role. 

As we value our employees, we offer:

  • Competitive salary & Bonus system
  • Additional health insurance + Dental & Optical care, Hospital & Pregnancy care
  • Well-being Program & Multisport card
  • Food vouchers & Transport Allowance
  • Referral and baby bonus
  • Paid holiday days increasing in time
  • Career growth and development – internal and external trainings, language courses
  • Free access to LinkedIn Learning Platform

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