Service Manager (Fintech)

TL;DR

Service Manager (Fintech): Overseeing service governance and client relationships for Corporate and VIP segments with an accent on SLA performance and high-stakes escalation management. Focus on driving structural product improvements through data analysis and ensuring long-term service excellence across the platform.

Company

hirify.global is a leading financial technology company that simplifies and automates business processes through cloud-based digital solutions for document processing, invoicing, and payments.

What you will do

• Lead service management meetings to review SLA performance and service quality with corporate clients.
• Act as the primary escalation owner for live accounts, coordinating resolution paths for complex issues.
• Manage critical incidents, including P1, security, and privacy breaches, with immediate attention.
• Build and maintain strong relationships with clients, identifying opportunities for service value add.
• Analyze ticket trends to identify recurring issues and drive structural product improvements.
• Collaborate with internal stakeholders and account managers to ensure seamless service delivery.

Requirements

• 5+ years of experience in service management or IT support roles.
• Strong understanding of ITIL frameworks.
• Proficiency with ticketing systems such as Intercom or Jira and reporting tools for KPIs and SLAs.
• Excellent verbal and written communication skills in English.
• Analytical mindset capable of identifying trends and proposing structural solutions.
• Ability to undergo background checks, including identity, degree, and employment verification.

Nice to have

• Proficiency in Dutch or French for managing a diverse client base.

Culture & Benefits

• Market-conformed gross salary and insurance package including hospitalization, pension, and guaranteed income.
• Company car provided with a fuel or charging pass.
• Net expense allowance and additional vacation days.
• Flexible working hours with remote work possibilities.
• Commitment to a diverse, inclusive workplace and ethical business conduct.