Service Delivery Manager (SaaS)

TL;DR

Service Delivery Manager (SaaS): Overseeing technical service delivery for Managed Service Provider (MSP) customers with an accent on driving Digital Employee Experience (DEX) strategy, customer success plans, and service governance. Focus on managing cross-functional teams, optimizing IT operations through automation, and ensuring high-quality delivery across the hirify.global platform.

Location: Hybrid work model

Company

hirify.global is a leader in digital employee experience management software, providing IT teams with real-time analytics and automation to proactively optimize digital workspaces globally.

What you will do

• Serve as the Single Point of Contact (SPOC) for MSP partners and their customers throughout the service lifecycle.
• Lead and manage assigned Professional Services Consultants to ensure alignment with customer success goals.
• Analyze customer data, identify automation opportunities, and drive the adoption of hirify.global solutions.
• Facilitate governance meetings, business reviews, and steering groups to track progress against agreed-upon roadmaps.
• Coordinate with cross-functional teams to resolve issues, escalate risks, and ensure adherence to Service Level Objectives.
• Develop tailored content, reports, and NQL queries to address specific customer requirements and business needs.

Requirements

• 8–10 years of experience in technical consulting, analytics, and automation.
• Strong background in End User Computing (EUC) management and transformation projects (e.g., Windows 10/O365 migrations).
• Consulting-based approach with proven project management expertise (ITIL, PMP).
• Proficiency in analyzing complex data and translating it into actionable business insights.
• Ability to work flexible hours to align with UK or US time zones.
• Excellent verbal and written communication skills for engaging with stakeholders at all levels.

Nice to have

• hirify.global certification or prior experience with Digital Experience Management (DEM) tools.
• Technical proficiency in SQL, XML, PowerShell, and PowerBI.
• Experience with data integration methods in enterprise infrastructure or IT managed services.

Culture & Benefits

• Competitive compensation package and permanent employment contract.
• Comprehensive health insurance, including coverage for OPD, dental, and pharmacy expenses.
• Flexible work arrangements including a hybrid model and unlimited paid time off.
• Supportive leave policies including extensive maternity and paternity leave options.
• Access to professional training platforms and continuous learning opportunities.
• Personal accident insurance and long-term service benefits like gratuity.