Join our family at Pricefx, a leading SaaS Pricing (Price Optimization & Management) provider. Experiencing consistent annual growth, Pricefx remains committed to stable employment.

We value flexibility and provide home office and remote work opportunities. Our product boasts outstanding customer reviews ranging from small companies to renowned names such as Michelin, Kohler, White Cap, Avery Dennison, and Bosch.

With branches in 7 countries and over 35 nationalities, Pricefx is a genuinely international and diverse company, fostering a warm, welcoming, and respectful environment. Join us at Pricefx and be part of a winning team that values your unique contributions, encourages accountability and personal growth, and celebrates collective achievements.

Your mission?

As a Service Level Manager (SLM), you are responsible for the design, governance, 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 Succes, 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.

Education & Certifications:

• 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

Language Proficiency:

• English: Expert (mandatory)
• Other languages: Advantageous

Behavioral Traits:

• Strong communicator and team player with stakeholder management skills.
• Calm under pressure, with the ability to lead during crisis situations.
• Natural problem-solver with analytical and collaborative mindset.
• Results-oriented, with a commitment to operational excellence and customer satisfaction.

Other job specifics...

• Occasional travel (up to 20%) for strategic reviews and customer visits.
• Participation in on-call incident management rotation may be required.
• Applicants must be eligible to work in the Czech Republic or other regional locations as needed.

At our company, the Service Level Manager plays a vital role in ensuring operational success and customer satisfaction. This role bridges Support, Engineering, and Business, helping ensure that our service performance consistently meets—and exceeds—customer expectations.

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 at Pricefx.

We’re also proud to offer some amazing benefits:

• We will allow you to bring your own device (BYOD) by providing an option of a monthly IT allowance (3825 CZK Net) instead of a pre-selected laptop
• 21 000 CZK in Benefits points/yearly, which can be used for culture, travel, or sports (Multisport card)
• Holiday bonus, Referral bonus, New baby bonus
• Meal vouchers
• Supplementary Pension Savings/DIP & Investment life insurance contributions
• Free online medical counselling service through ULékaře.cz
• 25 vacation days, 3 free (sick) days, 2 CSR days, and 1 additional day off during your birthday month.
• Sabbatical program after 5 years of service
• Many learning opportunities: Super Duolingo license, personal development plan, mentoring program, 1 day per quarter for your personal development, team budget for additional learning activities
• Our offices are exceptional in look and atmosphere, but you can also work from home

Compensation

The base salary range for this role is 1 140 000 CZK – 1 440 000 CZK per year, with actual pay to be determined based on experience, skills, and location. This role is also eligible for bonus targeted at 10% of base salary, with actual payout to be determined in accordance with then-current variable pay policy(ies).

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 status.

IN CASE YOU ARE INTERESTED, PLEASE SEND US YOUR CV IN ENGLISH LANGUAGE