Support Delivery Manager

Responsibilities: 

• Own the entire engagement with the client and ensure its long-term success 
• Design and implement effective, client-oriented support processes.
• Provide a strategic vision across the project aligned with the client’s business needs.
• Manage and guide the team of support leads, setting clear vision and mindset.
• Build and maintain long-term, trust-based relationships with client stakeholders.
• Act as the main point of contact for escalations, critical issues, and business-related questions.
• Define and maintain regular KPIs reports and conduct regular review sessions to gather the feedback
• Identify and communicate upsell opportunities that bring additional value to the client.
• Maintain deep, detailed knowledge of the products and services delivered.
• Report on performance, account health, and key results to Intellias management.
• Ensure full compliance with contract terms and proactively prevent any breaches.
• Participate in the interview and hiring process to ensure new hires align with the required mindset
• Participate in support proactive activities across the company. 
• Contribute to the development and improvement of support practices across Intellias.

• 5+ years of experience as Support Manager, or Support Delivery Manager in IT area.
• Proven experience in setting up and managing Incident, Problem, Service Request, and Change Management processes.
• Ability to manage large-scale, high-demand projects.
• Ability to influence and shape the team’s mindset and approach.
• Excellent communication skills, with a positive and open mindset.
• Strong experience in building reports and creating visual representations of achieved results.
• Proven experience participating in or leading the interview and hiring process.
• Project delivery skills, including building roadmaps, creating plans, and setting measurable goals and forecasts.
• Experience with contract signing and a solid understanding of key operational considerations.
• High stress resilience and a strong sense of responsibility.
• Proficiency in English at C1 level or higher.

Will be a plus:

• ITIL certification (Foundation level or higher).