IT Service Delivery Manager (Managed IT Services)

Location: Not specified

Company

hirify.global is a Luxembourg-based telecom and IT services provider offering cloud telephony, connectivity, cybersecurity, and managed IT services to SMEs, municipalities, public institutions, healthcare organizations, and care providers.

What you will do

• Act as the primary service delivery contact for a portfolio of managed IT customers and build relationships with customer management and IT stakeholders.
• Lead service reviews, steering meetings, SLA monitoring, service reporting, escalations, and communication during degraded service or major incidents.
• Identify scope drift, risks, recurring incidents, and service issues, coordinating corrective actions and continuous improvement.
• Plan customer onboarding, IT environment transitions, knowledge transfer, and infrastructure or IT improvement projects.
• Participate in customer discovery, tenders, RFPs, service proposals, and presentations during presales.
• Define service scope, responsibilities, SLAs, governance, risks, dependencies, prerequisites, and transition plans, ensuring a clean handover into delivery.

Requirements

• At least 5 years of experience in IT service delivery, managed services, IT outsourcing, or a similar customer-facing IT operations role.
• Solid understanding of IT infrastructure, systems, networks, cloud services, security, and workplace technologies.
• Good knowledge of ITIL principles and IT service management processes.
• Experience with ITSM platforms, SLAs, priorities, escalations, and service reporting.
• Experience working directly with customer management and senior stakeholders.
• Ability to translate customer requirements into a practical service model and challenge unrealistic requirements or commitments.
• Strong organizational, documentation, reporting, service, and ownership skills, including the ability to manage multiple customers and priorities.
• Confidence handling escalations, contractual boundaries, and difficult conversations.
• Professional proficiency in German, French, and English.

Nice to have

• ITIL 4 certification.
• Professional proficiency in Luxembourgish.
• Experience with managed IT presales, tenders, RFPs, SLA and service model definition, governance, transition plans, or taking over IT environments from another provider.
• Experience with municipalities, public institutions, healthcare, or regulated environments.
• Understanding of managed services profitability, scope, effort, and risk.
• Familiarity with Microsoft 365, Active Directory, Entra ID, networking, firewalls, virtualization, backup, and cybersecurity.

Culture & Benefits

• Work across the full customer lifecycle, from service design and onboarding through transition, governance, and continuous improvement.
• Collaborate closely with technical teams, customer management, and sales.
• Work with a varied customer portfolio and have a visible impact on how IT services are designed and delivered.
• Operate close to the people developing and improving hirify.global's services, tools, and processes.

Hiring process

• Submit a CV in PDF format.
• Record a brief smartphone video explaining interest in the role, the meaning of good IT service delivery, or how to ensure presales commitments can be delivered operationally.
• Use an AI tool of choice instead of a conventional motivational letter to demonstrate thinking, information structuring, and use of new tools.