Principal ITSM Process Manager (Maternity Cover)

At Milestone Systems we turn ideas into impact and strive for progress.

Impact & Purpose

Ready to make an impact? In this role, you’ll be the subject matter expert in relevant process frameworks, an active advisor and process “guru” for process owners and stakeholders.

Location:

We are looking for a Principal ITSM Process Specialist (Maternity Cover), based in Sofia, Bulgaria (hybrid mode of working).

Role Summary

As a Principal ITSM Process Specialist, you'll spearhead the design and ongoing enhancement of change, request, and asset management processes, ensuring a holistic approach and integration with other processes.

What You Will Do:

• Plan, schedule, facilitate and lead process development workshops and meetings to review the process documentation with process owners, front-line managers, and other process stakeholders. 
• Work cross-functionally to support process development that ensures efficient and effective transfer of solutions into production. 
• Ensure that Critical Success Factors (CSF), Key Goal Indicators (KGI) and Key Performance Indicators (KPI) are defined and reported on for relevant stakeholders. 
• Participate in quality assurance & control reviews of final process development deliverables. 
• Drive the organizational adoption of IT processes by involving and leading through team leads and process owners, enforcing that processes are followed globally.

What You Bring to The Team:

• Solid process design and implementation experience. 
• At least 5 years’ experience in IT service management. 
• Solid ITIL process knowledge and a certification at least at foundation level.  
• Experience working in an organization that uses Agile methodology. 
• Good understanding of common process methodologies and best practice frameworks like SAFe, COBIT, CMMi is an advantage. 
• Experience with ensuring that process implementation is supported and augmented by system support and automation. 
• Deep understanding of IT application development and operations, allowing for insightful analysis of process value.

How You Will Make a Difference:

• Ability to take on increasingly challenging assignments with a 'can do' attitude  
• Team player attitude: shares information, help colleagues аnd knows when to ask for help 
• Confident of own capabilities and believes that persistence and hard work yield results 
• Exceptional interpersonal skills: Build trust, foster relationships

About the Team

You will be part of the Application & Process Management Team that enables reliable, scalable, and governed IT service delivery through standardized processes, solid service continuity framework and robust operating models. The team leads ITSM excellence, ensures resilience and owns SaaS value delivery.

How We Support You:

• Individual development plan 
• Trainings and certifications 
• Flexibility
• Management support and regular pulse check survey 
• Opportunities for cross- functional and cross- regional collaboration
• Social events and space to connect  

What We Offer:

• Hybrid-friendly / flexible way of working
• 25 days’ vacation
• Employer covered luxury health and dental packages
• Best Doctors Insurance
• Transportation benefits
• Compliments gift card
• Food vouchers
• Multisport card covered by employer

If you’re ready to make a significant impact and take your career to the next level, we’d love to hear from you!

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.