Service Delivery Manager

Location: Hybrid in Dallas, Texas; the posting also lists Irving, Texas.

Company

hirify.global provides travel technology services that support airlines and millions of travelers worldwide.

What you will do

• Act as the customer advocate and primary operational point of contact for airline accounts.
• Manage service-level performance, define and report SLA metrics, and contribute to service credit calculations.
• Lead operational reviews, customer governance, service planning, and continuous improvement initiatives.
• Coordinate major incident communications, escalation handling, recovery updates, and after-hours on-call participation.
• Coordinate cloud migrations, technical upgrades, security compliance efforts, and change-management activities.
• Partner with account managers, support teams, maintenance teams, leadership, and extended account teams.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline, or equivalent experience.
• Full professional proficiency in English, spoken and written.
• 5+ years of experience in IT service management, service delivery, or customer success.
• Experience managing SLAs, incident escalations, major incident communications, and operational governance.
• Experience with cloud migrations, technical upgrades, security compliance, change management, and maintenance planning.
• Knowledge of ITIL, ITSM platforms such as ServiceNow, reporting tools such as Excel and Power BI, and Microsoft 365.

Nice to have

• Experience in airline operations or other mission-critical environments.
• Understanding of aviation technology standards and customer service plans.

Culture & Benefits

• Hybrid working model.
• Competitive remuneration with individual and company annual bonuses.
• Paid vacation and holidays, health insurance, and other benefits.
• Online learning and professional development opportunities.
• Diverse, inclusive, and supportive working environment.