Service Manager (Microsoft Business Applications)

TL;DR

Service Manager (Microsoft Business Applications): Overseeing IT service delivery and managing client relationships within a global managed services team with an accent on SLA/KPI adherence and ITIL best practices. Focus on coordinating technical teams, driving continuous service improvement, and ensuring high-level satisfaction for North American client accounts.

Location: Must be based in the USA or Canada with full right to work in these countries.

Company

hirify.global is a long-standing Microsoft Dynamics partner delivering industry-focused business applications and cloud solutions to clients worldwide.

What you will do

• Manage end-to-end IT service delivery for Microsoft Business Applications.
• Own client communications and serve as the primary point of escalation.
• Ensure strict adherence to SLAs and KPIs to maintain service quality.
• Coordinate cross-functional technical teams to resolve incidents and change requests.
• Drive continuous service improvement initiatives and process optimization.
• Collaborate with clients to identify opportunities for managed service growth.

Requirements

• Proven experience in Service Management within a Managed Services environment.
• Must be based in the USA or Canada and hold full right to work in these countries.
• Strong understanding of the ITIL framework.
• Ability to manage multiple client accounts and priorities simultaneously.
• Excellent communication and stakeholder management skills.
• Demonstrated dedication to client satisfaction and value delivery.

Culture & Benefits

• Collaborative, diverse, and inclusive work environment.
• Career growth opportunities within a global organization.
• Flexible work culture that promotes innovation and dynamic thinking.
• Emphasis on a learning mentality and professional development.
• Ethical work culture with a focus on work-life balance.