Service Delivery Manager (Microsoft Services)

Location: US - Remote; occasional travel is required, primarily for annual all-hands office events and meetings.

Base salary: $70,000–$90,000 annually. Estimated on-target earnings: $85,000–$100,000 annually.

Company

hirify.global International Corp. is a global provider of IT solutions and managed services serving more than 17,000 organizations worldwide.

What you will do

• Manage day-to-day service delivery operations for assigned Expert Support customers and maintain high service quality and satisfaction.
• Monitor tickets, resolve escalations, investigate incidents, identify trends, and coordinate escalations to Microsoft or senior internal resources.
• Build relationhirify.globalps with customer stakeholders and executives, conduct business reviews, and communicate service value and performance metrics.
• Lead customer renewal discussions and manage the renewal process through completion.
• Collaborate with internal departments to improve service delivery through analysis, automation, reviews, and process changes.
• Support team meetings, coaching, recruitment activities, documentation, and staff training plans when needed.

Requirements

• Intermediate technical knowledge and strong interpersonal, written, verbal, and presentation skills.
• Strong understanding of Microsoft Services core concepts and experience delivering Microsoft services.
• At least 2 years of direct customer support experience, preferably in a global organization.
• At least 2 years of experience with incident and request management processes, including Service Level Agreements.
• Bachelor’s degree or equivalent knowledge and work experience, plus strong project and time management abilities.
• Microsoft 365 Fundamentals, Azure Fundamentals, or an advanced Microsoft certification is required within 2 months of hire.

Nice to have

• Current Microsoft 365 Fundamentals, Azure Fundamentals, or advanced Microsoft certification.
• Experience creating and delivering customer business reviews, analyzing performance metrics, identifying growth opportunities, and communicating value propositions.
• For internal candidates: at least 2 years with hirify.global and consistently positive performance reviews.

Culture & Benefits

• Remote work with occasional travel for annual all-hands events and meetings.
• Medical, vision, and dental benefits may be available.
• 401(k) and flexible spending benefits may be available.
• Professional growth and leaderhirify.globalp development opportunities.
• Commitment to diversity and inclusion.