Senior Service Manager (ITSM)

TL;DR

Senior Service Manager (ITSM): Leading end‑to‑end service delivery for strategic enterprise customers with an accent on SLA performance, service governance, and customer satisfaction. Focus on driving service transformation, managing high-level escalations, and optimizing global delivery frameworks.

Company

hirify.global is a global leader in information management, focusing on AI-driven innovation and digital transformation for the world's most highly regarded companies.

What you will do

• Lead end-to-end service delivery, ensuring SLA performance and high customer satisfaction for strategic enterprise accounts.
• Drive strategic service improvement initiatives, focusing on optimization, automation, and tooling enhancements.
• Manage executive-level engagement through QBRs, governance, and trusted advisory relationships.
• Coordinate global cross-functional delivery teams and provide oversight for major incidents.
• Standardize and enhance service management frameworks and industry best practices.
• Coach and develop Service Managers and delivery leaders within the organization.

Requirements

• Bachelor’s degree in IT, Business, or a related field.
• 10–15+ years of experience in IT Service Management (ITSM) serving enterprise customers.
• Proven track record of managing large, complex managed services environments.
• Strong expertise in ITIL-based service governance.
• Ability to lead global teams and influence senior stakeholders.
• Excellent communication, analytical, and problem-solving skills.

Nice to have

• ITIL certification.
• Additional certifications such as PMP, Lean, or Six Sigma.

Culture & Benefits

• AI-first, future-driven, and human-centered corporate culture.
• Inclusive work environment with a strong commitment to diversity and equity.
• Opportunity to partner with world-renowned companies on complex digital transformation projects.
• Collaborative atmosphere built on trust, ownership, and high professional standards.