Team Coordinator (ITSM)

TL;DR

Team Coordinator (ITSM): Leading and mentoring a group of IT consultants to unlock their potential and navigate career paths with an accent on people leadership and service level management. Focus on optimizing service transition processes, managing SLAs/OLAs, and handling global escalations for business applications.

Location: Office as an option (Remote or Office)

Company

hirify.global is an ethical IT consultancy with over 1500 talents across 7 global sites, recognized as a Great Place to Work in the Philippines.

What you will do

• Lead mentorship and coaching sessions and create personalized career development plans for consultants.
• Provide technical guidance and problem-solving for complex project scenarios and specific use cases.
• Negotiate, monitor, and report on Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Coordinate Service Transition activities, including change enablement, release, deployment, and knowledge transfer.
• Handle major global escalations as a single point of contact and subject matter expert.
• Manage team operations, including timesheet approvals and skill profile updates.

Requirements

• Solid understanding of how IT contributes to effective business service delivery.
• Strong communication and negotiation skills for effective stakeholder interaction at all levels.
• Hands-on experience in contract and supplier management.
• Ability to translate technical requirements into clear business concepts and vice versa.
• Proven problem-solving skills and the ability to bring clarity to complex situations.

Culture & Benefits

• Flexible work model with the choice between remote work or office attendance.
• Flexibility regarding working hours and preferred form of employment contract.
• Unlimited access to the Udemy learning platform and support for technology certification programs.
• Strong internal growth trajectory with a high percentage of managers promoted internally.
• Comprehensive online onboarding program with a dedicated buddy system.
• Activities supporting well-being, health, and opportunities for charitable donations.