Service Manager

Location: Waterloo, Ontario, Canada

Salary: $60,000–$90,000 per year

Company

hirify.global is a global information management and digital transformation technology company focused on AI-driven solutions.

What you will do

• Act as the primary contact for assigned clients and align service delivery with their business objectives.
• Oversee end-to-end service delivery, monitoring performance against SLAs and KPIs.
• Lead high-priority incident and service escalation resolution across clients, technical teams, and leadership.
• Drive root cause analysis, corrective action plans, and continuous service improvement.
• Develop executive reports, dashboards, and presentations using Power BI, Excel, and other reporting tools.
• Collaborate with Operations, Engineering, Support, and Sales on business reviews, governance meetings, and strategic planning.

Requirements

• Bachelor’s degree in Business, Information Technology, Management, or a related field, or equivalent experience.
• 5+ years of experience in Service Management, Client Success, Account Management, or a related area.
• Experience managing client relationships in a service delivery environment and handling escalations through resolution.
• Advanced Microsoft Excel skills, including pivot tables, charts, formulas, and data analysis.
• Experience creating dashboards and reports with Power BI.
• Strong proficiency with Microsoft 365 applications and excellent verbal, written, and presentation skills.

Nice to have

• ITIL Foundation or an equivalent Service Management certification.
• Experience in enterprise-level client environments.
• Knowledge of service delivery frameworks and operational best practices.
• Experience presenting to executive and senior leadership audiences.

Culture & Benefits

• Values-driven environment centered on trust, accountability, collaboration, and innovation.
• Benefits package supporting physical, emotional, and financial wellbeing.
• Vacation entitlement and paid time off.
• Variable and commission compensation opportunities may be available for eligible roles.
• Commitment to diversity, inclusion, accessibility, and reasonable accommodations.