Job Description
Service Owner Digital Workplace Platform
Sofia
6/24/26

Position Overview

 

 

 

As the Service Owner for the Digital Workplace Platform, you oversee the software and endpoints used by all dormakaba employees, including the Microsoft 365 suite and various operating systems. Your responsibilities include defining the platform's purpose, user experience, costs, and quality standards.

You manage operations through our ITSM vendor and ensure accountability rather than direct management. You have the authority to approve changes, budgets, and mid-term plans within the ITIL service ownership framework, and you may act as a product owner in SAFe environments.

Leading a small senior team, including the Workplace Solution Architect and the Digital Workplace Experience Lead, you will engage at a technical level, challenge designs, interpret configurations, and make key technical decisions to guide the architecture and employee experience.

 

 

What you will do

 

  • Value and the charter. Own what the platform is for and the value it delivers, weighing every change against cost and benefit. Author the Service Charter and keep it current as the platform’s single source of truth.
  • Vendor management. Set the SLAs and the quality bar, then hold the ITSM vendor and delivery partners to them. Run the performance reviews and own the contracts. This is how the role delivers.
  • Budget and cost. Own the budget, the mid-term plan, and the cost drivers, and keep optimising.
  • Change and improvement. Hold change authority for the platform. Own lifecycle governance, demand, and the improvement backlog. Draft and govern the platform’s processes with our Operational Model Excellence teams, and lead the projects that shape it alongside our PMO.
  • Your team. Lead and grow the Workplace Solution Architect and the Digital Workplace Experience Lead, and hold the technical bar.
  • Endpoints and software lifecycle. Own zero-touch provisioning, enrolment, configuration, compliance, and patching across Windows, macOS, iOS, and Android, primarily through Intune. Own packaging and the software lifecycle across the estate, with patch and version currency as a KPI.
  • Architecture and security. Own platform architecture and its integrity: Entra ID identity, Exchange and Postfix mail, application delivery, and VDI. Own the platform’s GDPR posture together with the security and privacy teams.
  • Experience and journeys. Own the user journeys end to end: onboarding, role change, device refresh, offboarding. Drive self-service, automation, AI adoption, and the persona model.

 

 

What success looks like

 

 

  • First 90 days. The Service Charter is published and signed off. Vendor performance is baselined against current SLAs. The patch and version baseline is set across Windows, macOS, and mobile. Adoption is measured. You have a clear read on your two reports and where the technical risks sit.
  • First year. Device management is unified across all regions. New starters get a zero-touch device with every app they need on day one. Process and assurance are in place for all key user journeys. A maintained application set works across every OS. The virtual desktops deliver value at the best cost and stay current.



What we require

 

 

  • Technical depth. You know the platforms you own at the level of the engineers and architects you lead. You can challenge a design, read a config, and own a technical decision. A current certification in at least one of the endpoint platforms (Microsoft endpoint and Windows, Apple and macOS, iOS, Android) backs this up.
  • Estate governance at scale. You have governed a multi-OS endpoint and software estate: M365, Windows, macOS, and mobile, with Intune and Entra ID, including data governance and a real audit.
  • Service ownership. You have owned a service or product end to end, as an ITIL Service Owner or equivalent, accountable for the outcome and the budget. You apply Service Level Management, Supplier Management, Change Enablement, and Continual Improvement in practice, not just on paper.
  • Vendor results. You have held an ITSM or operations vendor to its SLAs, run performance and commercial reviews, and owned the contracts.
  • Senior leadership. You have led senior technical people, drafted processes and procedures, run projects alongside a PMO, and you can run a service review with senior business and finance leaders and hold the room.

 

 

What we prefer

 

 

 

 

  • Breadth of certification. Certifications across several of the platforms, not just one, and current with recent OS and tooling releases.
  • AI adoption. Experience driving AI and adoption across endpoints and productivity tooling.
  • Frameworks. ITIL 4 Managing Professional. Familiarity with SAFe and the product owner role is a plus, not a requirement.
  • ServiceNow fluency. Service catalog, SLAs, reporting.
  • Security partnership. You have worked with security teams on endpoint hardening, conditional access, and compliance.

 

What we offer

  • Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust  
  • Home office allowance  
  • 25 days paid annual leave  
  • Additional health insurance  
  • 102.26 EUR Food vouchers  
  • Public transportation card  
  • Multisport / Coolfit card  
  • Opportunity for flexibility with a hybrid working model  
  • Employee Assistance Program (Mental Health, Legal & Financial Counselling)  
  • Language training opportunity  
  • Brand new modern office premises in a class A Business building  
  • Employee referral program  
  • Fresh fruits in the office  
  • Training and mentorship programs  
  • Access to over 15,000 LinkedIn Learning courses to assist in your development  

 

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Who we are

We are at the heart of every place that matters. From automatic doors to cloud-based access management – 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. With over 160 years of experience and a focus on excellence and innovation, we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba, you are encouraged to take initiative, develop your skills, and build your career alongside 16,000 experts worldwide who are s!etting industry standards every day.

Work in a place where you matter – apply now
Company:  dormakaba business services Bulgaria Ltd.