IT Service Manager

TL;DR

IT Service Manager: Designing and optimizing end-to-end IT service processes for a major European e-commerce partner with an accent on stakeholder alignment, SLA management, and vendor coordination. Focus on driving continuous improvement, resolving escalations, and fostering collaboration between technical experts and service teams.

Location: Hybrid or remote, based in Spain (Málaga office available).

Company

hirify.global is a people-focused IT services company that empowers professionals and helps German partners build and scale their software development teams.

What you will do

• Design and optimize end-to-end IT service and support processes.
• Coordinate multiple service providers to ensure adherence to SLAs and quality standards.
• Monitor service performance and prepare reports for internal and external stakeholders.
• Identify process inefficiencies and implement corrective actions for continuous improvement.
• Act as the primary interface between technical experts and service agents.
• Manage escalation processes and ensure professional resolution pathways.

Requirements

• University degree in technical, economic, or related disciplines.
• 3+ years of experience in IT service management or a similar role.
• Strong understanding of ITIL and service quality assurance frameworks.
• Fluent in German and English (written and spoken) — both are mandatory.
• Proven skills in negotiation, conflict resolution, and analytical thinking.

Culture & Benefits

• Competitive compensation package.
• Flexible working model with hybrid or remote options.
• 23 days of annual leave.
• Private health insurance from day one.
• Gym sponsorship and language classes (English/German).
• Dynamic, international, and multicultural team environment.