Job Openings JR-115810 Project Director Lead

About the job JR-115810 Project Director Lead

Job (Project) Description:

We are looking for an experienced Head of Managed Services (Director of Support) to join our team and take ownership of multi-client service operations. The ideal candidate is client-focused, proactive, and has a strong background in IT service delivery, support leadership, and managed services strategy.

Locations:

  • Serbia
  • Albania
  • Bosnia and Herzegovina
  • Montenegro
  • North Macedonia
  • Bulgaria
  • Croatia
  • Czech Republic
  • Estonia
  • Georgia
  • Greece
  • Hungary
  • Latvia
  • Lithuania
  • Moldova
  • Monaco
  • Montenegro
  • Poland
  • Portugal
  • Romania
  • Slovakia
  • Slovenia
  • Spain
  • Ukraine 

Requirements:

  • 8+ years in IT service delivery/managed services, or enterprise client engagement, including product support and development-adjacent work;
  • Proven leadership of multi-client, multi-geo managed services operations with measurable outcomes;
  • Deep understanding of ITIL/ITSM (incident, problem, change, request) and modern Agile/Scrum/Kanban, and DevOps/CI/CD practices;
  • Experience running backlog-driven CR delivery, sprint/release management, and coordinating L2/L3 bug fixes into stable releases;
  • Demonstrated ability to influence senior stakeholders (including C level) and manage executive communications/escalations;
  • Expertise in SLA/KPI governance and continuous service improvement, complemented by Agile metrics (lead/cycle time, throughput, velocity, defects);
  • Cross-functional cooperation with Delivery, IT, Product, Account Management, and Business units;
  • Strong analytical decision-making with a business outcomes focus; comfortable with financial ownership (forecasting, budgeting, profitability);
  • Pre-sales/solutioning experience including client onboarding/transition design;
  • Familiarity with software development methodologies and their integration into managed services (branching/versioning basics, quality gates, test automation concepts);
  • Excellent documentation and executive-level presentations; clear, concise stakeholder updates;
  • Self-driven, strategic thinker with a proactive approach to problem-solving;
  • Language: English proficiency at a C1 level or higher.

Nice to have:

  • Certifications such as ITIL v4, Scrum Master/PO, SAFe, DevOps (e.g., DASA), PMP/PRINCE2;
  • Hands-on familiarity with ITSM (e.g., ServiceNow, Jira Service Management) and ALM/Agile tools (e.g., Jira/Azure DevOps, Git, CI/CD pipelines);
  • Exposure to cloud platforms (e.g., Azure/AWS/GCP) and observability tooling.



Job Responsibilities:

Strategy & Operating Model:

  • Define and execute the strategic vision for Managed Services aligned with company and client goals;
  • Develop governance frameworks, service catalogs, and operating models integrating ITIL/ITSM, Agile, and DevOps;
  • Design intake and prioritization models for incidents, problems, and change requests.

Service Delivery & Product Support:

  • Lead service engagements across clients and regions, ensuring consistent delivery quality;
  • Oversee L2/L3 support, root-cause analysis, knowledge base management, and problem resolution;
  • Ensure smooth coordination across internal teams (Delivery, IT, Product, Account Management, and Sales) for seamless service handoffs.

Agile Delivery of Change Requests:

  • Manage backlog of small CRs, including discovery, sizing, and sprint planning;
  • Facilitate Agile ceremonies and ensure delivery velocity while maintaining production stability;
  • Govern release management and CI/CD practices for frequent, low-risk deployments.

Client Leadership & Growth:

  • Serve as executive sponsor for key clients, driving satisfaction, retention, and growth;
  • Support pre-sales with solution design, SoW inputs, and onboarding strategies.

Financial Ownership & Reporting:

  • Own departmental P&L, including forecasting, capacity planning, cost optimization, and profitability by client/portfolio;
  • Develop and maintain executive dashboards that unify SLA/KPI service metrics with Agile delivery metrics (e.g., response/restore times, backlog health, lead/cycle time, velocity, escape rates).

People Leadership:

  • Build, mentor, and scale highperforming, crossfunctional teams (support engineers, developers, QA, DevOps);
  • Drive capability building, succession planning, and a culture of customer obsession, operational excellence, and engineering quality.

Continuous Improvement & Innovation:

  • Lead service improvement initiatives using automation, observability, and data-driven insights;
  • Stay abreast of industry trends, platforms, and regulatory changes to keep services relevant, secure, and compliant.

What We Offer:

  • 20 days of paid vacation, 15 paid days of sick leave with a doctor's note, and 5 days of paid sick leave without a doctor's note;
  • Medical insurance coverage for employees (depending on location);
  • Support for participation in professional development opportunities (webinars, conferences, trainings, etc.);
  • Regular team-building opportunities, as well as bi-annual company-wide events;
  • Flexible work environments, including in-office, remote, or hybrid, based on employee preference and manager approval.

Job ID: JR-115810



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