Support Delivery Manager

The Support Delivery Manager plays a crucial role in ensuring the success of our client engagements. The manager is accountable for delivering high-quality support services, driving performance, and fostering long-term relationships. You will drive and scale IT support operations for a global Fortune 500 consumer goods company.

• 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

• 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

• ITIL certification (Foundation level or higher)

• customized benefits
• range of benefits that support your well-being and charge your professional growth

Resumo organizado por IA a partir do anúncio original. Confirma os detalhes no site da empresa.