Service Level Manager

rnance, and continuous improvement of Service Level Agreements (SLAs) across our SaaS platform. You will ensure optimal service delivery and high customer satisfaction through proactive monitoring, structured escalation handling, and strategic alignment with Customer Success, Support, Product, Engineering, and TechOps teams. You will lead the Service Level Management process and support the implementation of service improvements for Standard, Premium, and Platinum service tiers. Your focus will be on driving SLA compliance, reducing time to resolution, and enhancing operational maturity through governance and collaboration.

You will be a key member of our Customer Support team, responsible for the seamless operation of Pricefx applications. Your work will directly impact our customer experience by:

• Owning the post-go-live customer experience by ensuring stability, responsiveness, and proactive improvement.

• Coordinating across Support, TechOps, Product, Engineering, and Customer Success teams to safeguard SLAs, manage incidents, lead upgrade readiness, drive RCA actions, and foster long-term customer trust.

• Being a cross-functional leader who operates at the intersection of technology, operations, and customer success; ensuring delivery of reliable service, elimination of root causes, and alignment between internal teams and external customer needs.

• Managing the full customer lifecycle post-go-live with accountability for SLAs, incident coordination, and upgrade success

• Anticipating risks, mobilizing stakeholders, and protecting customer satisfaction and revenue

• Acting as a trusted advisor and escalation point for key accounts

You will be in charge of...

• Designing, implementing, and evolving SLA frameworks across support tiers and customer segments.

• Acting as primary contact for customers and internal teams for all service-level-related matters.

• Monitoring SLA compliance and driving root cause analysis in case of breaches.

• Leading and attending regular customer service reviews, including strategic partners.

• Preparing service performance dashboards and reports for internal and external stakeholders.

• Representing Customer Support in high-priority problem reviews and major incident post-mortems.

• Acting as Incident Manager for high-severity incidents affecting Premium/Platinum customers.

• Coordinating product upgrades and ensuring proper customer communication and readiness.

• Initiating and leading task forces when systemic service issues arise, driving improvements across functions.

• Collaborating with Engineering, Product, and Operations teams to support service delivery objectives.

• Supporting the implementation of observability practices in collaboration with TechOps and SRE.

• Aligning service delivery with compliance requirements (SOC 2, ISO 27001, etc.)

What should you have to succeed?

Technical Expertise:

• 3+ years of experience in ITSM, Service Delivery, or similar roles within SaaS/cloud environments.

• Strong knowledge of SLA governance, service reporting, and support operations.

• Experience managing incidents and escalations in multi-region environments.

• Familiarity with observability and monitoring tools (e.g., Grafana, Datadog).

• Proficiency in ticketing and reporting systems (Salesforce, ServiceNow, etc).

• Understanding of cloud infrastructure (AWS/GCP), CI/CD, and upgrade coordination.

This would make it easier...

• University Degree in Computer Science, Information Systems, or equivalent work experience.

• ITIL v3/v4 Foundation certification required; Intermediate/Practitioner certifications are a plus.

• Kepner-Tregoe or other structured problem-solving methodologies preferred

Other job specifics...

• Full-time employment

• Ability to travel up to 25%, domestically and internationally

What will you love about us?

Our people appreciate the warm and friendly atmosphere, as well as the flexibility and growth opportunities we provide. Check out our Glassdoor & Atmoskop scores and reviews.

We will support your home office setup with a monthly IT allowance. We prioritize work-life balance and, in addition to vacation, we offer free (sick) days, your birthday, and CSR days off. Building a sense of community is important. We organize regular virtual or in-person meetups and many social activities and challenges. Pricefx is also an environment where diversity, equity, and inclusion are supported and respected. This is why we are proud members of the Pride Business Forum , and ensure fairness in the Gender Pay Gap .

We're also proud to offer some amazing benefits:

• Bring your own device (BYOD) - Monthly $260 IT allowance (laptop, mobile, and internet)

• 401K contribution dollar for dollar up to 4%, and your contributions are vested immediately

• 20 vacation days, 3 free (sick days), 15 public holidays, and 1 additional day off during your birthday month

• Sabbatical program after 5 years of service

• Robust healthcare, dental, and vision coverage with ADP

• 16 weeks of 100% paid maternity leave with a new baby bonus

• Holiday and Referral bonuses

Compensation

The base salary range for this role is $110,000-$140,000 per year, with actual pay to be determined based on experience, skills, and location. This role is also eligible for variable pay targeted at 15% of base salary, with actual payout to be determined in accordance with then-current variable pay policies.

Pricefx is committed to ensuring competitive and equitable compensation practices, including with respect to pay transparency. We are an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, or any other legally protected status.

By applying, I confirm that I acknowledge and understand how Pricefx processes my personal data as per information in GDPR for Candidates.

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