Technical Service Delivery Manager

Location: Remote from North Macedonia

Company

hirify.global is an experience innovation company that combines data, creativity, technology, and digital consulting to help recognized brands transform their customer experiences.

What you will do

• Perform first-gate triage by assessing user expectations, actual outcomes, and business or functional context.
• Coordinate support teams in reproducing issues, determining scope, and distinguishing defects from configuration, data, or usage problems.
• Oversee application log and source-code analysis and ensure escalations include clear documentation and root cause analysis.
• Manage L3 support activities, including configuration updates, data validation, recurring-issue resolution, and regression testing.
• Oversee ticket triage, prioritization, workload management, service metrics, and service-level delivery.
• Coordinate communication between business stakeholders and development teams while supporting team expertise and processes.

Requirements

• Experience in software development followed by hands-on L3 application support.
• Ability to understand and assess Java-based solutions.
• Strong business and functional mindset for understanding user needs before technical investigation.
• Experience coordinating or mentoring a team.
• Practical experience with ServiceNow and Jira.
• Strong communication skills with technical and non-technical stakeholders.

Nice to have

• Experience in QA automation or QA leadership.
• Familiarity with ITIL practices and service management principles.

Culture & Benefits

• Inclusive, values-driven culture focused on creativity, diversity, autonomy, and continuous learning.
• Private health insurance, an education program, and training and certification opportunities.
• Wellbeing initiatives, 24 days of vacation, and competitive conditions.
• Challenging projects, company events, and opportunities for international collaboration.
• Open feedback culture and an emphasis on knowledge-sharing and professional growth.

Hiring process

• The Talent Acquisition team reviews applications and evaluates candidates based on skills, experience, and potential.
• Applications should include relevant experience and expertise; age, gender, marital status, and a headshot are not required.
• Reasonable accommodations are available during the interview process upon request.