ITIL Process Manager (Incident and Problem Management) at Arcules Inc

Sofia, Sofia-City, Bulgaria -

Full Time

Start Date

Immediate

Expiry Date

29 Jun, 26

Salary

0.0

Posted On

31 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Management, Process Design, Process Optimization, ITIL Best Practices, Team Coordination, Communication, Analytical Skills, Incident Management, Problem Management, Process Automation, Continuous Improvement, Training, Collaboration, Reporting, Decision-Making, Security

Industry

Software Development

Description

At Milestone Systems we turn ideas into impact and strive for progress. Impact & Purpose Ready to make an impact? In this role, you’ll design and champion ITSM processes that ensure stability, clarity, and consistency across our global IT organization - enabling teams to work smarter and systems to run stronger. Location We are looking for an ITIL Process Manager based in Sofia, Bulgaria (hybrid mode of working). Role Summary As an ITIL Process Manager, you’ll lead the design and continuous improvement of our core Incident and Problem Management processes. While you’ll collaborate closely with the Security & Incident Response team - our front line in managing critical and high-severity events - you’ll also work across the entire IT organization to ensure process adoption, alignment, and operational consistency. You’ll be the connector who brings teams together around shared ways of working that reduce impact, improve stability, and enable smoother global operations. What You Will Do: * Design and maintain the global Incident and Problem Management processes to ensure consistency, clarity, and operational excellence across all IT teams. * Guide and support the IT teams with structured processes that strengthen response quality for critical and high-impact cases. * Promote and drive adoption of ITSM processes across the IT organization through training, communication, and ongoing collaboration. * Analyze and report key process metrics and trends to identify improvement opportunities and inform decision-making at senior leadership level. * Partner with ITSM platform owners to enhance process automation, workflow design, and system configuration that supports process maturity. * Champion continuous improvement by identifying gaps, conducting process reviews, and implementing enhancements that strengthen stability and reduce recurring incidents. What You Bring to The Team: * Bachelor's degree in Computer Science, Information Technology, or a related field * Minimum of 5 years of experience in IT service management, with at least 3 years as a process manager * Core competencies in IT process design and optimization based on ITIL best practices. Keeping up-to-date with emerging trends and technologies in ITSM * Demonstrated expertise in managing and coordinating teams to drive operational excellence. * ITIL certification at least at foundation level. Information Security Foundation based on ISO 27001 is desirable * Fluent English * Excellent communication and analytical skills How You Will Make a Difference: * Collaborative and approachable, building strong partnerships across Global IT. * Clear communicator who explains complex processes in simple terms. * Persuasive and able to guide teams toward best practices. * Structured, organized, and consistently well-prepared. * Proactive problem-solver focused on improving processes and reducing friction. * Confident facilitator of discussions and reviews. * Empathetic and people-focused while maintaining global standards. * Resilient and calm under pressure, especially during incidents. About the Team You’ll become part of a team dedicated to operational excellence and continuous improvement. The Security & Incident Response team works on the front line of critical events, while partnering with IT colleagues across departments to strengthen processes and prevent disruptions. We take pride in learning from every incident, improving together, and driving IT maturity across the organization. How We Support You: * Individual development plans aligned with your career goals * Access to training, learning resources, and certifications * Flexible working arrangements * Supportive leadership and regular feedback * Opportunities for cross-functional and cross-regional collaboration * Social activities and spaces to connect with colleagues What We Offer: * Hybrid-friendly/flexible way of working * 25 days’ vacation * Employer covered luxury health and dental packages * Public transport card sponsored by us * Compliments gift card * Food vouchers * Multisport card covered by the employer * Employee Assistance Program supporting mental, financial and legal topics Excited to join a team that values people and innovation? Hit the Apply button and submit your CV in English today. If you have any workplace awards/ certificates, make sure to include them. About Us Milestone Systems is a leading provider of data-driven video technology software. Our portfolio includes XProtect video management software, Arcules video surveillance as a service, and BriefCam analytics. We amplify what organizations of any size can see, do, and achieve with video. Guided by our People First mindset - freedom, inclusion, and togetherness - we always consider our employees, partners, and communities in everything we do.

Responsibilities

The ITIL Process Manager will lead the design and continuous improvement of Incident and Problem Management processes. This role involves collaborating with various IT teams to ensure process adoption and operational consistency.