Service Management Senior Specialist

Location: London Heathrow, United Kingdom. Eligibility for airport security clearance requires physical presence in the UK for five continuous years.

Company

hirify.global powers technology and services for the global travel industry.

What you will do

• Own end-to-end delivery of agreed IT services and ensure performance against SLAs and business expectations.
• Lead incident, request, problem, change, and release management practices, including root-cause analysis and preventative actions.
• Produce service reports, operational dashboards, KPI updates, risk summaries, and improvement roadmaps for stakeholders.
• Run service reviews, translate business needs into actionable backlogs, and coordinate priorities with technical teams.
• Maintain service documentation, runbooks, support models, and knowledge articles.
• Drive continual service improvement through process optimisation, automation, customer-experience improvements, and governance.

Requirements

• Proven experience in IT service delivery or service management with accountability for operational performance and customer outcomes.
• Strong working knowledge of ITIL processes, including incident, problem, change, request fulfilment, knowledge, and service reporting.
• Experience producing and presenting service performance reports, KPIs, and improvement roadmaps.
• Stakeholder and supplier management experience, including escalations, SLA adherence, and service improvement plans.
• Strong analytical, problem-solving, communication, and root-cause analysis skills.
• Fluent English, spoken and written, and eligibility for airport security clearance are required.

Culture & Benefits

• Flexible working model.
• Learning through on-the-job training, formal activities, and collaboration with colleagues.
• Supportive and inclusive working environment.
• Competitive remuneration package including salary, bonus, equity, and benefits.
• Global business focused on the future of travel.