IT Operations Manager

IT Operations Manager

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Job summary: We are seeking an experienced and forward-thinking IT Manager to lead a team of administrators and engineers responsible for the delivery, support, governance, and continuous improvement of enterprise collaboration and productivity platforms. This role combines people leadership, operational ownership, technical depth, and strategic vision. The ideal candidate will serve as both a technical subject matter expert and an organizational leader, overseeing platforms such as Microsoft Office 365, SharePoint Online, Microsoft Teams, Microsoft Power Platform, application integrations, Five9, Slack Technologie, and a small footprint of Google Workspace services. This individual will manage operational support, escalations, platform governance, vendor coordination, service reliability, and 24x7x365 operational coverage while helping shape the future vision for enterprise productivity and collaboration technologies. The role requires a strong understanding of ITSM and ITIL-based operational processes, along with experience managing initiatives, operational workstreams, and platform enhancement efforts. A successful candidate would be a seasoned people leader, expert communicator and who can balance operational rigor with transformation, ensuring reliable service delivery while continuously improving process maturity, tooling, and user experience.

Key responsibilities:

• Lead, mentor, and develop a team of engineers and administrators responsible for enterprise productivity and collaboration platforms.
• Oversee and help coordinate 24x7x365 operational support coverage, including on-call rotations, escalation management, and incident response processes.
• Act as a senior technical escalation point for complex incidents, outages, integrations, and platform-related issues.
• Evaluate emerging technologies, AI capabilities, automation opportunities, and collaboration tooling enhancements.
• Serve as a thought leader for modern workplace technologies and employee productivity solutions.
• Manage day-to-day operations, administration, governance, and lifecycle management of: o Microsoft 365 / Office 365 o SharePoint Online o Microsoft Teams o Power Platform (Power Apps, Power Automate, Copilot Studio) o Voice/Telephony Services (Teams, Zoom, On-prem) o Slack o Five9 o Google Workspace (limited scope) o Enterprise application integrations and connected services
• Drive operational excellence through ITSM and ITIL-aligned processes including Incident, Problem, Change, Request, Knowledge, and Major Incident Management.
• Manage operational backlogs, enhancement requests, platform projects, and service improvement initiatives using Jira.
• Own operational service health, uptime, support models, SLAs, and continuous service improvement initiatives.
• Develop and manage team on-call schedules and participate in after-hours support and escalation activities as needed.
• Establish operational standards, monitoring, alerting, documentation, and support procedures.
• Partner with Security, Infrastructure, Networking, IAM, Compliance, Legal, and business stakeholders to ensure secure and compliant platform operations.
• Drive platform governance, licensing optimization, automation, and adoption strategies.
• Lead vendor relationships, escalations, and strategic roadmap discussions.
• Oversee platform integrations, API connectivity, authentication models, and enterprise application interoperability.
• Support organizational initiatives involving migrations, consolidations, acquisitions, and platform modernization efforts.
• Develop operational metrics, KPIs, dashboards, and executive-level reporting.
• Manage incident response coordination and participate in major incident management activities.
• Ensure documentation, knowledge management, and operational runbooks are maintained and continuously improved.
• Assist with budgeting, forecasting, licensing, and capacity planning activities.

Required qualifications:

• Bachelor's degree in information technology, Computer Science, or related field, or equivalent professional experience.
• 7+ years of progressive IT experience with enterprise collaboration and productivity platforms.
• 3+ years of direct people management experience leading technical teams.
• Strong technical expertise administering and supporting Microsoft 365 technologies.
• Experience supporting enterprise collaboration platforms such as Microsoft Teams, SharePoint Online, Slack, and Five9.
• Experience managing 24x7x365 technical operations in a global enterprise environment.
• Experience leading platform migrations, consolidations, or digital transformation initiatives.
• Experience serving as a senior escalation point for high-severity incidents and operational issues.
• Experience with Power Platform governance and administration.
• Experience with Copilot, AI-powered productivity platforms, or automation technologies.
• Strong understanding of SaaS operations, governance, integrations, and lifecycle management.
• Experience with API-based integrations and enterprise application connectivity.
• Strong organizational, communication, and stakeholder management skills.
• Ability to balance strategic planning with hands-on operational leadership.
• Willingness to participate in on-call rotations and after-hours escalations.
• Understanding of ITSM operations – incident and request management.

Preferred qualifications:

• Experience with identity, authentication, and access management concepts including SSO, SAML, OIDC, and SCIM.
• Experience with enterprise contact center platforms such as Five9.
• ITIL Foundation or advanced ITIL certifications.
• Knowledge of compliance, security, and data governance requirements for SaaS platforms.
• Microsoft certifications related to Microsoft 365, Teams, SharePoint, Security, or Power Platform.
• Strong understanding of ITSM and ITIL operational frameworks and service delivery processes.

Technical skills:

• Microsoft Ecosystem Administration
• Microsoft 365 / Office 365
• Exchange Online
• Microsoft Teams
• SharePoint Online
• OneDrive for Business
• Power Platform
• PowerShell automation and scripting
• Microsoft Entra ID / Azure AD

Collaboration & Communication Platforms Administration:

• Slack
• Five9
• Google Workspace

Integration & Automation:

• API and Webhooks Integrations
• SAML / OIDC / SCIM
• Workflow automation
• SaaS Platform Integrations
• PowerShell

Leadership & Delivery:

• Vendor Management
• Team Leadership and Coaching
• Service Delivery Management
• Governance and Compliance
• Project and Program Coordination
• Continuous Improvement Methodologies

Leadership competencies:

• Strategic thinker with strong operational execution capabilities
• Ability to lead through ambiguity and organizational change
• Strong customer service and employee experience mindset
• Collaborative leadership style with strong cross-functional partnership skills
• Ability to communicate effectively with both executive leadership and technical teams
• Continuous improvement and innovation mindset
• Strong analytical and problem-solving capabilities

What we offer:

• Additional premium health insurance;
• Sodexo food vouchers equal to 80 lv per month
• 25 days of vacation;
• Flexible benefits (Re:benefit);
• Udemy subscription;
• 10% learning time;
• 70/30 new feature work/improvements;
• Flexible work from office or remote;

Please note that this position is only available to candidates who are currently residing in Bulgaria. Unfortunately, we are unable to consider applicants outside of the country.