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Accounts Delivery Problem Manager - English job in Sofia at TTEC

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Accounts Delivery Problem Manager - English at TTEC

Accounts Delivery Problem Manager - English

TTEC Sofia City-Sofia, BG Full-Time
Required languages: English
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We’re hiring and are looking to connect with you to help us ensure a smooth Business process as an Accounts Delivery Problem Manager- English with TTEC in Sofia, Bulgaria.

Accepting digital applications for your protection and the protection of our employees : Apply online to connect with us.

Now, more than ever, how we connect is everything. Our purpose is to deliver humanity to business – and it's more relevant than ever before in today’s environment. We know we’re stronger together, working towards a purpose that matters. As TTEC team members we lift each other up, deliver smiles, and support our communities. Join us in our commitment to deliver amazing experiences.

About TTEC :

We help global brands provide a great experience to their customers, build customer loyalty, and grow their business. We were founded on one guiding principle : customer experiences that are simple, inspired, and more human deliver lasting value for everyone. Your role brings that principle to life.

As a TTEC Customer Experience Champion, You’ll Enjoy :

  • Competitive annual base salary
  • Continuous paid training on the latest technology
  • Private Health/Medical Insurance, Dental Plan and Eye Care Reimbursements
  • 20 Annual leave days
  • Relaxing room
  • Potential for rapid advancement in many fields, and throughout 17 countries!

What You’ll be Doing :

As an Accounts Delivery Problem Manager, you have to be an accomplished ITIL Process expert & practitioner with proven relevant practical experience & expertise, technical understanding of hardware / software products, data analytical skills and innovative thinking. You will independently manage the Problem Management process for the internal customer. We strive on offering the very best levels of customer service and believe in "what we say and how we say it" leaves a lasting impression with our customers. Therefore, we will provide you with all the necessary tools, training and confidence needed to do a great job.

On a typical day, you’ll :

  • Achieve desired Problem Management customer outcome and experience by constant review and analysis of PC environment data from various sources;
  • Drive improvement actions & recommendations based on analysis, to improve customer satisfaction;
  • Apply expert subject matter knowledge to manage activities in solving complex business/technical issues within established company policies;
  • Act as a key advisor to senior management on the development of overall operational policies and mid-/long-term operational goals;
  • Primary focus on either high-end tactical or broad strategic issues or a combination of both;
  • Identify, explore and develop new opportunities for growth and innovation within or around projects;
  • Implement and lead other ITIL processes as per internal customer’s requirements;
  • Support Business Ops Team and other vertical functions (Financial, Vendor, SLA management).

Why You? What You Bring :

Connections are everything here at TTEC. That means we connect with our customers, our teammates and most importantly with you. We are looking for dynamic, resilient candidates, with a positive attitude and excellent interpersonal skills. To succeed in this role, you must be a confident and enthusiastic individual who will strive to go that extra mile for our customers. If the ability to connect yourself is what you bring to the table… along with the following :

  • Fluency in written and verbal English;
  • 7 years of established and proven track record in ITIL Service Management and/or Business Operations functions;
  • Bachelor / Master educational degree in one of the following areas : IT management, business planning / management, operational management;
  • Strong communication and presentation skills;
  • Service management (e.g. ITIL) practical experience, ITIL Foundation certification, higher ITIL certification levels are a strong advantage;
  • Experience and technical expertise with ITSM tools (e.g. ServiceNow) is a strong advantage;
  • Data analytics skills and ability for data-driven;
  • Project management (e.g. PMP, Prince) and/or quality management (e.g. Lean Sigma) certification and relevant practical experience;
  • Advanced technical knowledge is an advantage.

TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way. But don’t take our word for it — check out some our women in leadership and diversity awards on

For more information about TTEC, visit or search #ExperienceTTEC throughout social media to engage in the global conversation.


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Job ID: 02V0G