Service Coordinator (ITSM)

TL;DR

Service Coordinator (ITSM): Coordinating and managing IT service delivery and customer issue resolution with an accent on incident, problem, and change management. Focus on optimizing service level agreements (SLAs), driving process improvements, and orchestrating incident recovery across multiple technical competencies.

Location: Granada, Spain (Hybrid)

Company

hirify.global manages and reimagines mission-critical technology systems, providing AI-powered insights and infrastructure services for leading global businesses.

What you will do

• Coordinate and manage service requests and customer issues to ensure timely and effective resolution.
• Manage Service Support processes, specifically Incident, Problem, and Change Management.
• Monitor and report on Service Level Agreements (SLAs) and maintain ITSM systems and workflows.
• Drive process improvements through service improvement plans and regular performance measurements.
• Orchestrate incident recovery by leading incident bridges and consolidating resolution plans across business units.
• Perform post-resolution incident reviews to evaluate and improve the effectiveness of the resolution process.

Requirements

• At least 5 years of experience in a key IT discipline (desktop field services, network support, applications, security, or IT management).
• Expertise in desktop, technical, and help desk support, as well as incident management.
• Proven experience in SLA Management and general Service Management.
• Strong customer service and professional communication skills.
• Ability to navigate effectively between infrastructure platforms, end-users, and senior management.

Nice to have

• ITIL certification.
• High-level written and verbal communication skills.

Culture & Benefits

• Hybrid-friendly work culture that prioritizes employee well-being.
• "Be Well" programs supporting financial, mental, physical, and social health.
• Access to cutting-edge learning and certifications from Microsoft, Google, and Amazon.
• Inclusive environment based on empathy, kinship, and shared success.
• Structured career growth with personalized development goals and continuous feedback.