Lead, Service Coordination (ITSM)

Location: Partially remote, Torino, Italy

Company

hirify.global operates and modernizes mission-critical technology systems and IT services for leading businesses.

What you will do

• Coordinate customer service requests and ensure timely resolution of customer issues.
• Collaborate with IT teams, end users, and stakeholders to align service delivery with business needs.
• Document and update service management procedures and workflows, maintain ITSM systems, and monitor and report on SLAs.
• Manage Incident, Problem, and Change Management processes and ensure compliance.
• Drive service improvement plans, monitor process measurements, address negative trends, and support process-user education.
• Lead post-resolution incident reviews, incident bridges, recovery coordination, integrated resolution planning, and customer communications for high-priority incidents.

Requirements

• At least 5 years of experience in a key IT discipline, such as desktop field services, network support, applications, security, or IT management.
• Ability to navigate between infrastructure and application platforms, business functions, end users, and senior management.
• Expertise in desktop, technical, and help desk support, incident management, and service improvement.
• Experience with SLA management and service management.
• Expertise in customer service and customer communications.

Nice to have

• ITIL certification.
• High-level written and verbal communication skills.

Culture & Benefits

• Partially remote, hybrid-friendly work environment.
• Inclusive culture focused on belonging, empathy, and shared success.
• Opportunities for hands-on experience, professional development, and certifications across major technology platforms.
• Personalized development goals, continuous feedback, coaching, and practical learning opportunities.
• Be Well programs supporting financial, mental, physical, and social health.