Service Manager (SaaS)

Location: United Kingdom

Company

hirify.global provides online business travel booking and expense solutions through SaaS deployments.

What you will do

• Provide second-line technical customer service for product configuration, functionality, and complex client issues.
• Receive, investigate, diagnose, and resolve service requests through the support portal within established SLAs.
• Provide consultative guidance, maintain regular customer updates, and escalate unresolved issues when necessary.
• Manage enhancement requirements with Product Management and communicate bugs to technical teams.
• Build and maintain client relationships, conduct regular client reviews, and support optimal use of the solution.
• Maintain extensive working knowledge of online products, including new releases, and manage the OBT administration panel.

Requirements

• Mandatory experience with online booking tools (OBT); experience with Neo and/or Concur is appreciated.
• Experience managing a client portfolio and client documentation.
• Experience managing client technical requests and stakeholder relationships.
• Knowledge of travel products and the travel industry.
• Experience coordinating with internal technical teams on bug resolution.
• Proactive, organized approach to day-to-day work and good communication skills.
• Ability to act as the voice of the client.

Culture & Benefits

• Inclusive and collaborative working culture where colleagues' voices are valued.
• Country-specific health and welfare insurance, retirement programs, parental leave, adoption assistance, and wellbeing resources.
• Weekly travel deals covering flights, hotels, cruises, and car rentals.
• Access to more than 20,000 learning courses, leadership training, and internal career opportunities.
• Inclusion groups supporting discussion, awareness, and collaboration across shared identities and initiatives.