Service Delivery and Support Manager (AI)

Location: Cluj-Napoca, Romania; remote or hybrid/in-office work model.

Income: £3,000–£4,500 gross/month, depending on experience and role fit; yearly profit share and performance- and behaviour-based bonuses are additional.

Company

hirify.global is a product company providing software products for airports, airlines, and ground handlers, with solutions used across more than 100 airports worldwide.

What you will do

• Lead the AI-human support model across 10 SaaS products, defining automation scope, human intervention points, handoffs, AI quality, and operational performance.
• Own T2+ support, complex escalations, incident coordination, SLA performance, and CSAT.
• Build continuous improvement loops using support data, recurring issues, human resolutions, process improvements, knowledge, and automation, targeting 50–60% combined T0/T1 deflection and automation across suitable volume.
• Maintain accurate and accessible support knowledge, including customer-specific configuration information and AI-generated knowledge.
• Use data and analytics to identify bottlenecks, reduce unnecessary escalations, and scale operations through better systems.
• Partner with Technology, Product, PMO, Customer Success, Security, and SRE to resolve incidents and improve products and operations.

Requirements

• 5+ years of experience in service delivery, support management, customer operations, or a similar role.
• At least 2 years of people-management experience, ideally in SaaS or technology.
• Strong understanding of tiered support, SLA management, and incident management.
• Experience using AI-enabled tools to improve support or operational processes.
• Strong data-driven approach to operational decision-making.
• Experience with knowledge management, continuous process improvement, complex escalations, and cross-team coordination.
• Strong leadership and coaching skills, including developing experienced Leads without micromanaging.
• Excellent English communication and fluent Romanian required for internal collaboration.
• Bachelor's degree or equivalent professional experience.

Nice to have

• Experience with AI-powered support tools such as chatbots, auto-triage, AI-assisted responses, or automated knowledge management.
• ITIL or similar service management experience in a modern SaaS environment.
• Experience with distributed or follow-the-sun support models.
• Familiarity with Datadog, PagerDuty, Grafana, or similar observability and incident-management tools.
• Experience in aviation, airports, airlines, ground handling, or another operationally critical industry.

Culture & Benefits

• Remote or hybrid/in-office work model with paid holidays.
• Contract through PFA or SRL with the UK entity.
• Yearly profit share and performance- and behaviour-based bonuses.
• Career development opportunities across Operations, Product, Programme Management, and Customer Success.
• Potential progression toward Head of Operations, Product Management, Programme Management, or broader operational leadership.
• Values include ownership, transparency, collaboration, autonomy, quality, psychological safety, and accountability.

Hiring process

• Complete a practical support-operations exercise involving analysis, proposed improvements, and a response to an operational situation within 4 working days, followed by a presentation and discussion.
• Attend an interview covering experience, leadership approach, AI-enabled support, and human judgement.