Service Delivery Manager (IT Services)

Location: Bucharest, Romania; Timisoara can also be considered. Hybrid work arrangement. A valid working visa for Romania is required.

Company

hirify.global provides software and cloud solutions, helping organizations optimize software investments, modernize applications, and use cloud, data, and AI technologies.

What you will do

• Own customer satisfaction and act as the primary contact across operational, managerial, and executive stakeholder levels.
• Oversee end-to-end delivery of contracted services, including quality, scope, SLAs, KPIs, and service governance.
• Coordinate internal delivery teams, partners, and vendors to ensure clear responsibilities and smooth hand-offs.
• Lead service reviews, validate performance reporting, manage escalations and major incidents, and ensure root cause analysis and corrective actions.
• Drive continual service improvement, maintain a prioritized CSI register, and remove process inefficiencies.
• Manage contracts, financials, change requests, service roadmaps, renewals, and delivery input for retention and growth opportunities.

Requirements

• Proven experience in service delivery management within a customer-facing IT or managed services environment.
• Approximately 3–5 years of experience in IT, service delivery, customer success, or a similar delivery role.
• Strong communication, stakeholder management, relationship-building, consultative, and escalation-management skills.
• Knowledge of service management principles, delivery governance, SLAs, KPIs, reporting, and continuous improvement.
• ITIL Foundation certification is required; commercial awareness and a bachelor’s degree or equivalent professional experience are expected.
• Fluent or professional English and conversational Romanian are required; a valid Romanian work visa is required.

Nice to have

• ITIL intermediate or practitioner certification.
• PRINCE2 Foundation certification or similar project delivery methodology knowledge.
• French or Italian language skills.

Culture & Benefits

• Global company culture with six core values.
• Mentorship and support during onboarding.
• Flexible work with access to a local office for team collaboration.
• Training and lifelong learning opportunities.
• Recognition through the President’s Club and ongoing internal development opportunities.