Service Level Manager (IT)

Location: Budapest, Hungary

Company

hirify.global supports a globally operating technology company with over 150 years of history, delivering IT infrastructure, cloud, cybersecurity, and digital workplace solutions to large enterprises and public-sector organizations worldwide.

What you will do

• Define, maintain, and govern SLAs, XLAs, OLAs, and underpinning agreements.
• Monitor, measure, and report service performance through dashboards, KPIs, and service reports.
• Coordinate service reviews with stakeholders, suppliers, service owners, and delivery teams.
• Identify service risks, performance trends, and improvement opportunities; escalate concerns and support resolution.
• Drive Service Improvement Plans and continual improvement initiatives based on customer satisfaction results and performance analysis.
• Support governance across multi-provider and enterprise service environments.

Requirements

• Experience in Service Management, Service Delivery, or Service Level Management environments.
• Strong understanding of SLA, KPI, XLA, and service governance principles.
• Experience creating and presenting service reports, dashboards, and performance metrics.
• Strong analytical skills for identifying trends, risks, and improvement opportunities.
• Experience managing stakeholders across operational, supplier, and customer groups.
• Strong communication, facilitation, and presentation skills.
• Ability to drive service governance and continuous improvement initiatives.
• Customer-focused approach with an understanding of service quality and performance management.
• Problem-solving skills and the ability to influence outcomes across matrixed teams and suppliers.

Nice to have

• Degree or equivalent practical experience in Information Technology, Business, Engineering, or a related field.
• ITIL Foundation certification or higher.
• Experience with ServiceNow reporting, Performance Analytics, or similar reporting platforms.
• Knowledge of SIAM and multi-supplier service delivery environments.
• Experience facilitating governance reviews and service improvement initiatives.

Culture & Benefits

• Work within a globally operating technology environment serving enterprise and public-sector customers.
• Collaborate with operational teams, suppliers, service owners, delivery teams, and customers.
• Contribute to multi-provider service governance and continual service improvement.