Support delivery manager

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.

• 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.
• Будет плюсом: ITIL certification (Foundation level or higher)

• 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.