Support Services Quality Principal Specialist

Location: Taguig, Metro Manila, Philippines

Company

hirify.global develops technology and services that support the global travel industry.

What you will do

• Design and implement support services for new Airport IT and travel products.
• Manage service transition projects from kickoff through operational activation and closure.
• Define end-to-end support structures, including processes, SLAs, KPIs, monitoring, and documentation.
• Coordinate customers, partners, business owners, project managers, development teams, and operations teams.
• Improve service processes, tools, workflows, and documentation to increase customer satisfaction and first-contact resolution.
• Act as a gatekeeper for operational readiness and compliance with the Service Readiness Process.

Requirements

• Degree in Computer Science or a related field, or equivalent practical experience.
• Experience in customer service and technical or operational support environments.
• Project management experience.
• Strong understanding of service and process design, with the ability to work autonomously and lead cross-functional initiatives.
• Ability to collaborate with customers, partners, development teams, program managers, project managers, and operations teams.

Nice to have

• Project Management certification.
• ITIL Foundation certification or solid knowledge of IT service management principles.
• Experience in the airport or travel industry.

Culture & Benefits

• Flexible working model.
• Learning opportunities through on-the-job training, formal activities, and daily collaboration.
• Compensation package with bonus, caregiving, and health benefits.
• Supportive environment focused on professional growth and personal well-being.
• Diverse and inclusive workplace with a focus on belonging and fair treatment.