IT Service Manager (Romanian)

TL;DR

IT Service Manager (ITSM): Building and improving IT support services for Romanian-speaking users with an accent on service stability, operational excellence, and user experience. Focus on managing L1/L2/L3 support, driving Problem Management initiatives, and coordinating between business stakeholders and external vendors.

Location: Onsite in Bucharest, Romania

Company

hirify.global is an international IT services provider delivering global projects for worldwide leaders.

What you will do

• Manage and coordinate L1, L2, and L3 support services for workplace environments and infrastructure.
• Define support processes, escalation paths, ownership models, and operational standards.
• Lead Major Incident Management and drive Problem Management to eliminate root causes.
• Oversee Root Cause Analysis (RCA) processes and implement corrective/preventive actions.
• Coordinate with external vendors to ensure SLA compliance and service quality.
• Analyze service trends and operational metrics to identify improvement opportunities.

Requirements

• Fluent Romanian (mandatory).
• Good command of English for daily cooperation in an international environment.
• 3-5 years of experience in IT Service Management, Service Desk, or IT Operations.
• Experience coordinating IT support teams or processes (L1/L2/L3).
• Practical experience with Incident Management, Problem Management, and RCA.
• Experience working with external vendors and service providers.

Nice to have

• ITIL Foundation certification.
• Experience with ITSM tools such as ServiceNow, Jira Service Management, or Ivanti.
• Knowledge of workplace services, Microsoft 365, infrastructure, or networking.
• Experience in a multilingual or international environment.

Culture & Benefits

• B2B cooperation model.
• MEDICOVER healthcare package and Multisport Card.
• My Benefit Cafeteria.
• Support in professional development and an Internal Mobility Program.
• Diverse and inclusive international working environment.
• Long-term cooperation rewards (hirify.global club).