We are at the heart of every place that matters. As a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. Our work is IMPORTANT. YOU are important. We provide our people with the tools to shape their careers for growth. With around 16,000 employees worldwide, EVERY team member contributes to our mission and can make a positive difference. By working as one global team, we continue growing the business, growing together, and growing ourselves. Build your career with us!

Global Service Desk Operations Expert

Sofia, BG, 1582

Nov 21, 2023

We are currently seeking a passionate and dedicated Operations Expert – Global Service Desk Management who will be responsible for managing, optimizing, and supporting the operational processes with the goal to deliver stable and performant global service desk and enforce the IT strategy, IT roadmaps and guidelines to achieve an efficient, flexible, and sustainable dormakaba IT organization.


Are you ready to take your technical expertise to the next level at a place where YOU matter?



IT Strategy

Support the Service Owner in the realization of the IT strategy with regards to the Service Integration and Management operating model. Ensure the operating model and ITSM processes match with the IT strategy.

Optimizing processes

Align changes to operating model and ITSM processes to implement the IT strategy.

Ensure the organizational structure (e.g. services, groups, hierarchies) is reflected in the ITSM platform.

Process understanding and utilization 

Ensure the processes are well understood by the whole organization. Perform process trainings. Answer questions on the operating model, ITSM processes and their implementation in the ITSM platform.


Ensure all reports and dashboards are available and tailored for the respective target group, which are needed for monitoring and managing of SLAs and KPIs.


Internally: Service Integration team, Service Owner Operating Model + Operational Excellence, process specialists of other IT departments, Service/Product Owners; Externally: Service Desk Provider, ITSM platform implementation partner, various IT Service Provider of IT



  • Align with external providers about KPIs and SLAs and care for their implementation in the ITSM platform (e.g. reports, dashboards, performance analytics). Train the organization in using the reports.
  • Monitor tickets, SLAs and KPIs of all IT services. Propose and align measures for improvement.
  • Support and train the organization in the ITSM processes and how they are managed in the ITSM platform.
  • Know, align and optimize the operational KPI (including how they are implemented in the ITSM platform and connected to providers), based on the IT operating model and in alignment with the Service Owner Global 24/7. Update the Service Management documentation.
  • Align requirements with the ITSM platform implementation partner. Review implementations in test environment. Ensure the IT organization is informed about changes to the processes and their implementation in the ITSM platform. Review and align the ITSM platform release plan and changes.



  • Bachelor’s or master’s degree in computer science or business administration or comparable knowledge and experience.
  • Profound ITIL knowledge, comparable to an ITIL4 Expert and/or SIAM certification.
  • 3+ years of experience in IT Service Management, IT Service Integration and/or IT organization in international IT organizations.
  • Experience in working with providers.
  • Good knowledge and experience in purpose, functionality, and management of ITSM platforms, preferably ServiceNow.
  • Knowledge of agile project management standards like SCRUM, and project management frameworks – ideally Prince2®.
  • Strong communication skills
  • Very good written and spoken English
  • Intercultural competency
  • Structured working mode and analytical skills



  • Attractive remuneration and employee benefit package
  • Hybrid or fully remote work
  • Food vouchers- 200 BGN
  • Additional health insurance from 1st month on
  • Multisport card
  • 25 days paid leave
  • Space for the implementation of your own ideas under 
  • Flexible working hours and work-life balance approach.
  • 24/7 access to over 15,000 LinkedIn Learning courses


Our doors are open – to you. We are one of the Top 3 companies in our industry and globally leading in smart and secure access solutions. As a trusted partner, we stand for innovation, top performance and a fulfilling workplace. Join our team of 16 ,000 colleagues around the world and help us build trust every day.


Are you ready to open a new door?


dormakaba Bulgaria EOOD









Evgenia Manolova
is looking forward
to your application.
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