Description
The Support Delivery Manager plays a crucial role in ensuring the success of our client engagements. This position requires a strategic mindset, operational excellence, and a strong customer focus. The manager is accountable for delivering high-quality support services, driving performance, and fostering long-term relationships built on trust and reliability.
Responsibilities
•Own and manage end-to-end support delivery operations, ensuring service stability and performance.
•Design, implement, and continuously improve Incident, Problem, Change, and Service Request Management processes in line with ITIL best practices.
•Build and scale support structures from scratch, including onboarding new services and teams.
•Lead major incident management, ensuring timely resolution and clear stakeholder communication.
•Manage and optimize 24/7 support models and L1/L2/L3 support structures.
•Take ownership of SLA/KPI performance, including monitoring, reporting, and driving improvements.
•Develop roadmaps, delivery plans, and forecasts, aligning support strategy with business needs.
•Create clear reports and dashboards to visualize performance and outcomes.
•Collaborate with stakeholders to ensure smooth service transitions and contract-related operations.
•Drive adoption of AI tools and automation to enhance support efficiency.
•Lead and participate in hiring processes, shaping and growing high-performing teams.
•Influence team mindset, promoting a proactive, ownership-driven culture.
Requirements
•3+ years of experience as a Support Manager / Support Delivery Manager in IT.
•Support setup from scratch
•Service onboarding and transition
•24/7 support operations
•L1/L2/L3 support models
•Support processes implementation
•Proven expertise in ITIL processes and service management practices.
•Solid experience in SLA/KPI ownership, escalation management, and performance optimization.
•Strong project delivery skills: roadmap creation, planning, and measurable goal setting.
•Experience managing large-scale, high-demand environments.
•Experience with ITSM tooling (Jira, ServiceNow etc.)
•Ability to influence teams and stakeholders, driving change and improvements.
•Excellent communication and stakeholder management skills.
•Experience in reporting and data visualization.
•Hands-on involvement in interviewing and hiring.
•Experience with contracts and operational considerations.
•High stress resilience and strong sense of ownership.
•English level: B2/C1 or higher.
Nice to have
•ITIL certification (Foundation level or higher)
Conditions
By creating a comfortable atmosphere in our team, we empower individuals to unlock their true potential and achieve extraordinary results. That's why we offer a range of benefits that support your well-being and charge your professional growth.
