Senior Service Manager

TL;DR

Senior Service Manager (Delivery Management): Managing operational support services and complex client landscapes with an accent on SLA management, ITIL-based processes, and vendor coordination. Focus on establishing robust service frameworks, optimizing performance metrics, and ensuring end-to-end service excellence in an international environment.

Location: Must be based in Bulgaria (Remote/Hybrid options available)

Company

hirify.global is an experience innovation company that partners with global brands to drive digital transformation through the intersection of data, AI, creativity, and technology.

What you will do

• Implement and manage operational support services for large international clients.
• Construct and manage support processes and teams in complex vendor and client landscapes.
• Set up and negotiate managed service contracts and SLAs.
• Monitor service accounts, reporting, and performance metrics.
• Lead incident, problem, change, and request management processes.
• Coordinate with 3rd party vendors and internal delivery teams to ensure end-to-end service excellence.

Requirements

• 5+ years of relevant experience in ITIL-based processes and SLA management.
• Experience setting up managed services contracts and SLAs.
• Familiarity with Agile delivery methods such as SCRUM and Kanban.
• Understanding of DevOps principles.
• Experience working in an international and multicultural context with offshored teams.
• English: C2 level required

Nice to have

• ITIL, ASL and/or BiSL certification.
• Experience with online commerce and/or experience platforms.
• Technical affinity to understand platform operations and support requirements.
• Strong client orientation, communication and interpersonal skills.
• Motivated to contribute to operational quality improvements.

Culture & Benefits

• Flexibility with remote and hybrid work options.
• 25 vacation days annually.
• Premium health insurance and Multisport cards.
• Defined career development roadmap with performance evaluations.
• Subsidized training for technical skills, events, and certifications.
• Self-care program including psychological consultations.