Service Delivery Manager

TL;DR

Service Delivery Manager: Acting as the single point of contact for premium support customers, coordinating services, and facilitating quick resolutions. Focus on proactive customer engagement, managing critical escalations, and supporting renewal opportunities with sales.

Location: Fully remote within Europe/EMEA

Company

hirify.global is a global leader in innovative, reliable, and secure enterprise open source solutions, trusted by over 60% of Fortune 500 companies.

What you will do

• Act as the main point of contact for assigned customers regarding Premium Support activities.
• Organize regular, proactive customer contact and deliver Service Reviews.
• Coordinate Premium Support Engineers and manage critical customer escalations efficiently.
• Establish a trusted working relationship with sales teams to support Premium Renewal opportunities.
• Collaborate with other regions to share best practices and optimize key resources.
• Comply with departmental processes and assist in ongoing process improvement activities.

Requirements

• 5+ years of experience in a client/service management position.
• Fluent English and at least B2 level of German are required.
• Evidence of managing outcomes and customer escalations to resolve service delivery queries.
• Preferred exposure to Linux, Cloud, SaaS, or IaaS technologies.
• Customer Service focused, with a passion for support and great collaboration skills.
• Ability to act effectively under pressure and prioritize effectively.

Culture & Benefits

• Flexibility to work fully remote.
• A positive work environment where your opinions matter.
• Competitive salary and benefits package.
• Access to hirify.global Assist, an Employee Wellbeing Solution.
• Opportunity to work in an innovative environment with the latest open source technologies.
• Work in a global community of unique individuals with diverse backgrounds and perspectives.

Hiring process

• This role is subject to successful background checks, including criminal, credit, and/or employment references, conducted by hirify.global’s external provider where legally permitted.