Service Delivery Manager – Senior

Location: Worldwide remote

Company

hirify.global develops and operates software platforms for high-availability digital services.

What you will do

• Own the operational stability, reliability, and continuous improvement of assigned production services.
• Lead Incident, Problem, and Change Management processes in line with ITIL practices.
• Coordinate major incidents, facilitate cross-functional communication, and ensure timely resolution.
• Drive root cause analysis and track corrective and preventive actions through completion.
• Monitor SLAs, SLOs, KPIs, and operational metrics to identify service-quality improvements.
• Partner with Engineering, Product, Support, Technical Account Management, and other stakeholders on service readiness, reviews, reporting, and operational governance.

Requirements

• 3+ years of experience in Service Management, Service Delivery, Technical Operations, or a similar role in complex IT environments.
• Practical experience with Incident, Problem, and Change Management processes and ITIL principles.
• Experience with ITSM platforms such as Jira Service Management, ServiceNow, PagerDuty, or similar tools.
• Strong understanding of SLA, SLO, KPI, and service performance management.
• Experience coordinating cross-functional teams during production incidents and operational changes.
• Upper-Intermediate or higher English proficiency required.

Nice to have

• Experience improving ITIL processes within an engineering organization.
• Experience with monitoring and observability platforms such as Zabbix, Grafana, or Prometheus.
• Understanding of cloud infrastructure, Kubernetes, containerized applications, and distributed systems.
• Experience facilitating post-mortems and improving operational governance or service maturity.
• Experience in SaaS, FinTech, iGaming, eCommerce, or other high-availability production environments.

Culture & Benefits

• Private health insurance and a comprehensive mental health program.
• Sports benefits, paid time off, and maternity leave support.
• Free online English lessons and local language courses.
• Upskilling opportunities, internal workshops, professional conferences, and corporate events.
• Referral program rewards.