Job Description:
We are seeking a highly experienced Support Delivery Manager with over 12 years of extensive experience in ITIL, Production Support, Service Delivery, SLA/KPI management, and managing 24*7 business critical applications support operations. The ideal candidate will be responsible for overseeing and optimizing our support delivery processes to ensure seamless service delivery and exceptional customer satisfaction.
Key Responsibilities:
Manage and lead a team of support professionals to deliver high-quality support services to clients in alignment with industry best practices and standards.
Develop and implement support delivery strategies, policies, and procedures to optimize service efficiency, effectiveness, and responsiveness.
Oversee the day-to-day operations of the support team, including ticket management, incident resolution, problem management, and escalation processes.
Monitor and analyze support metrics, including SLAs, KPIs, and customer satisfaction scores, to identify areas for improvement and drive continuous service improvement initiatives.
Collaborate closely with cross-functional teams, including development, operations, and quality assurance, to ensure seamless coordination and communication in delivering support services.
Act as a point of escalation for critical incidents and ensure timely resolution while minimizing business impact.
Develop and maintain strong relationships with key stakeholders, including clients, vendors, and internal teams, to foster collaboration and alignment on support delivery objectives.
Provide leadership and mentorship to support team members, fostering a culture of accountability, professionalism, and continuous learning.
Stay current with industry trends, emerging technologies, and best practices in support delivery to drive innovation and enhance service capabilities.
Ensure compliance with relevant regulatory requirements and security standards in support delivery processes and operations.
Qualifications:
Bachelor's degree in Computer Science, Information Technology, or related field. Master's degree preferred.
12 years of experience in support delivery roles, with a focus on ITIL, Production Support, and Service Delivery.
Proven experience managing 24*7 support operations in a fast-paced environment.
Strong understanding of ITIL framework and best practices in incident, problem, and change management.
Demonstrated experience in managing SLAs, KPIs, and other performance metrics to drive service excellence.
Excellent leadership, communication, and interpersonal skills, with the ability to collaborate effectively across teams and influence stakeholders at all levels.
Strong analytical and problem-solving skills, with a track record of driving continuous improvement initiatives.
ITIL certification is highly desirable.
Experience in the software development or technology industry is a plus.
Ability to thrive in a dynamic and rapidly changing environment, with a strong sense of urgency and commitment to delivering results.