It Service Manager

TL;DR

It Service Manager (ITSM): Defining and improving ITIL-based Incident and Problem Management processes within a B2B environment with an accent on stabilizing and optimizing service operations. Focus on driving improvements in MTTR and resolution quality.

Location: Medellin, Colombia

Company

hirify.global is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI.

What you will do

• Design and implement standardized ITIL-based Incident Management processes.
• Implement structured Root Cause Analysis (RCA) processes.
• Define, monitor, and report on SLAs, OLAs, and KPIs.
• Lead a structured remediation plan for 1000+ open tickets.
• Present weekly/monthly service health metrics to leadership.

Requirements

• 5+ years in IT Service Management or IT Operations roles.
• Strong practical knowledge of ITIL (ITIL v4 preferred).
• Experience managing high-volume ticket environments (B2B preferred).
• Proven track record reducing backlog and improving SLA compliance.
• Strong analytical skills and executive-level communication ability.
• Experience with ITSM tools (ServiceNow, Jira Service Management, Oracle, Salesforce, etc.).

Culture & Benefits

• hirify.global is not your typical company, thousands of people that succeed at hirify.global are prepared to go above and beyond for the betterment of our customers.