Senior Service Delivery Consultant

TL;DR

Senior Service Delivery Consultant: First-line client support for hirify.global Dimension with an accent on service-level delivery, AI-assisted knowledge bases, and coordinating handovers to next-level consultants and developers. Focus on resolving client inquiries via support emails/portal, troubleshooting through remote connections, and contributing to AI-enhanced monitoring and reporting.

Company

hirify.global provides integrated investment management solutions for investment and asset managers.

What you will do

• Act as the first point of contact for clients’ daily operational support needs via support emails and portal.
• Provide basic technical support for hirify.global products and services, including hirify.global Dimension.
• Resolve client inquiries with timely, accurate responses using AI-assisted knowledge bases where applicable.
• Set up remote connections to troubleshoot standard functionality and escalate complex cases to next-level support.
• Collaborate with Service Delivery Consultants to ensure seamless processes, including AI-enhanced monitoring and reporting.
• Support operational running of hirify.global Dimension while contributing to AI development initiatives for automation and predictive analysis.

Requirements

• Degree in IT/Computer Science or an IT-related field.
• 1–3+ years of client-facing experience in customer/technical/application support (servicing clients, not internal users).
• Experience with an ITSM/ticketing system such as ServiceNow, Jira, or similar.
• Familiarity with AI concepts (machine learning, natural language processing, or AI-driven support tools) and interest in applying them to client service operations.
• English: very good written and verbal communication skills (phone and face-to-face).
• Availability to work on EMEA/AMERICA time zones and to be in the office (2x RTO).

Culture & Benefits

• Work-life balance and opportunities for professional development with an individual approach.
• Attractive salary, bonus scheme, and pension as part of the work agreement.
• Global client support environment with a focus on customer success and collaboration.
• Weekend/public holiday duty flexibility.
• Professional growth in a certified Great Place To Work environment (Manila Delivery Center).

Hiring process

• Submit the application in English via the career site; applications are processed on a rolling basis.
• Expect feedback during the process; approximate time to consider the CV is three weeks.