Principal Service Delivery Manager (SaaS)

TL;DR

Principal Service Delivery Manager (SaaS): Overseeing the entire service lifecycle for SaaS clients, from planning to delivery, working with cross-functional teams to drive operational excellence. Focus on deepening client relationships, resolving delivery issues, and continuously elevating value through strategic service delivery methodologies.

Location: Hybrid, requiring office attendance 2x/week in Bad Homburg, Barcelona, Warsaw, or Paris.

Company

hirify.global is a FinTech company focused on evolving financial technology, guided by values of caring, customer success, collaboration, curiosity, and courage.

What you will do

• Lead and manage service delivery for multiple client engagements, ensuring on-time, in-scope, and compliant service.
• Coordinate internal teams for effective resource allocation and seamless delivery processes.
• Monitor service performance using KPIs and SLAs, identifying improvements and implementing corrective actions.
• Develop and maintain strong client relationships, serving as the primary operational contact for service delivery issues.
• Resolve service delivery issues and risks by orchestrating multi-functional team responses.
• Contribute to the development of global service delivery methodologies and best practices.

Requirements

• Ability to work in Bad Homburg, Barcelona, Warsaw, or Paris on a hybrid basis (2x/week in office).
• Proficiency in English required for application and communication.
• Experience in service delivery management, preferably in a SaaS environment.
• Strong problem-solving and analytical thinking capabilities.
• Ability to influence without formal authority.
• Willingness to travel as required.

Culture & Benefits

• Attractive salary and bonus scheme.
• Focus on work-life balance.
• Tailored professional development opportunities.
• People-centered organization with focus on skills development and relationship building.
• Cultivate an environment where team members can grow, feel heard, valued, and empowered.
• Values-driven culture (caring, customer success-driven, collaborative, curious, courageous).