Position Overview

You are the Service Owner for Document Services: how documents are printed, scanned, stored, and shared across dormakaba. You own the cost of the print fleet, the reliability of the file and content services, and the retention discipline behind them. This is a strategic role. Delivery runs through several vendors, and your main lever is Vendor Management. You work with the ITSM vendor, the managed print provider, Microsoft, and Egnyte. You get the outcomes by holding them to account, not by running the service yourself.

This is not a coordinator role. You bring deep, current, hands-on knowledge of print, scan, file services, and content platforms. You can judge a print architecture, design a scan workflow, and own a technical decision. The standards and the experience are yours to direct, not just to oversee, even though delivery runs through the partners.

You hold change authority for the service, sign off its budget and mid-term plan, and hold our delivery partners to the outcomes they have committed to. ITIL service ownership is the frame the role lives in. If you are familiar with SAFe, you can act as a product owner where we work that way, but it is not the centre of the job.

What you will do

Value and outcome. Own what the service is for and the value it delivers, weighing every change against cost and benefit.
The Service Charter. Author it and keep it current as the service’s single source of truth.
Vendor Management. Set the SLAs and the quality bar, then hold every vendor to it. You manage the ITSM vendor, the managed print provider, Microsoft, and Egnyte. Run the 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, and own lifecycle governance, demand, and the improvement backlog.
Process and projects. Draft and govern the service’s processes with our Operational Model Excellence teams, and lead the projects that shape it alongside our PMO.
Print. Own Universal Print and Follow-Me printing, plus the print hardware standards and specifications.
Scan. Own scan-to-mail, scan-to-file, and the document workflows behind them.
File services. Own the file estate across Egnyte, Azure File Services, and DFS, plus archiving and retention.
Sharing. Own internal sharing on SharePoint.

What success looks like:

First 90 days: the charter is published and signed off, vendor performance is baselined against current SLAs, print, scan, and file-service availability are measured, and you have a clear read on where the technical and supply risks sit.

First year: printing just works everywhere with follow-me, on a rationalised fleet at the best cost; scan-to-mail and scan-to-file run reliably; the file estate is consolidated and well governed, with retention and archiving in place and recovery tested; and internal sharing on SharePoint is clean and secure.

What we require

Hands-on technical depth. This is not a coordinator role. You know print, scan, file services, and content platforms inside out. You can judge a print architecture, design a scan workflow, and own a technical decision. A certification in a relevant print, file, or Microsoft 365 content domain is mandatory. You know how document services work end to end.
You have run document, print, or content services at scale. You have owned managed print, or enterprise file and content services. You understand retention, archiving, and recovery.
You have owned a service or a product end to end, as a Service Owner or equivalent. You were accountable for the outcome and the budget. You know ITIL 4 well, especially Service Level Management, Information Security Management, Change Enablement, and Supplier Management.
You have delivered through Vendor Management across many vendors. You have held an ITSM vendor, a managed print provider, Microsoft, and a file or content vendor to their SLAs. You have run performance and commercial reviews and owned the contracts.
You write strong process and get it adopted. You work well with the teams that deliver. You can run a service review with senior business and finance leaders and hold the room.

What we prefer

Managed print services delivery experience across multiple sites.
Records management, retention, or compliance experience in a regulated environment.
AI or automation experience applied to document and content workflows.
ITIL 4 Managing Professional. Familiarity with SAFe and the product owner role is a plus, not a requirement.
ServiceNow fluency across the service catalog, SLAs, and reporting.
You’ve worked alongside security teams on data classification, access, and retention.

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

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 setting industry standards every day.

Work in a place where you matter – apply now!

Company: dormakaba business services Bulgaria Ltd.