{"id":3698593,"url":"https://alion.io/job/intellias-support-delivery-manager","title":"Support Delivery Manager","company":{"id":13249,"name":"Intellias","domain":"intellias.com","url":"https://alion.io/company/intellias","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Portugal"],"countries":["PT"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":44000,"max":52000,"currency":"EUR","period":"year","gross":null,"usd_annual":58228},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-03T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-11-03T00:00:00Z","board_verified":false,"closed_at":null,"days_open":6,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":6},"description":"Sobre a vaga\nThe 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.\n\nO que vais fazer\n\nOwn and manage end-to-end support delivery operations, ensuring service stability and performance\nDesign, implement, and continuously improve Incident, Problem, Change, and Service Request Management processes in line with ITIL best practices\nBuild and scale support structures from scratch, including onboarding new services and teams\nLead major incident management, ensuring timely resolution and clear stakeholder communication\nManage and optimize 24/7 support models and L1/L2/L3 support structures\nTake ownership of SLA/KPI performance, including monitoring, reporting, and driving improvements\nDevelop roadmaps, delivery plans, and forecasts, aligning support strategy with business needs\nCreate clear reports and dashboards to visualize performance and outcomes\nCollaborate with stakeholders to ensure smooth service transitions and contract-related operations\nDrive adoption of AI tools and automation to enhance support efficiency\nLead and participate in hiring processes, shaping and growing high-performing teams\nInfluence team mindset, promoting a proactive, ownership-driven culture\n\nO que é pedido\n\n3+ years of experience as a Support Manager / Support Delivery Manager in IT\nSupport setup from scratch\nService onboarding and transition\n24/7 support operations\nL1/L2/L3 support models\nSupport processes implementation\nProven expertise in ITIL processes and service management practices\nSolid experience in SLA/KPI ownership, escalation management, and performance optimization\nStrong project delivery skills: roadmap creation, planning, and measurable goal setting\nExperience managing large-scale, high-demand environments\nExperience with ITSM tooling (Jira, ServiceNow etc)\nAbility to influence teams and stakeholders, driving change and improvements\nExcellent communication and stakeholder management skills\nExperience in reporting and data visualization\nHands-on involvement in interviewing and hiring\nExperience with contracts and operational considerations\nHigh stress resilience and strong sense of ownership\nEnglish level: B2/C1 or higher\n\nValorizado\n\nITIL certification (Foundation level or higher)\n\nO que é oferecido\n\ncustomized benefits\nrange of benefits that support your well-being and charge your professional growth\n\nResumo organizado por IA a partir do anúncio original. Confirma os detalhes no site da empresa.","description_format":"text","description_chars":2702,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-11-03T18:46:55Z"}],"visa":[],"liveness":{"score":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.993,"p_room":1,"age_days":6,"expected_fill_days":43,"reasons":["seen:6","urgency","velocity","win:early"],"computed_at":"2026-11-09T06:03:00Z"},"pay":{"stated_usd_annual":58228,"is_top_pay":false},"html_url":"https://alion.io/job/intellias-support-delivery-manager","json_url":"https://alion.io/job/intellias-support-delivery-manager.json","meta":{"generated_at":"2026-11-09T09:58:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10072,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":13249},"rest":"https://alion.io/mcp/rest/get_company?id=13249"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fintellias-support-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fintellias-support-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fintellias-support-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/intellias-support-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fintellias-support-delivery-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3698593}},{"tool":"search_jobs","arguments":{"company":"intellias.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3698593},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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