APPLYDJINN
Vacancy catalog
Intellias
Open role

Support Delivery Manager

IntelliasIntellias
Work model
Remote
Experience
3+ years
Employment
Contract
Compensation
Not disclosed
Technology signal
4 tags

Technology context

4

Parsed from the vacancy text; ordered by relevance to this role.

AIAutomationPerformance OptimizationJira

Full listing

Role description

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.

At Intellias, where technology takes center stage, people always come before processes. We're dedicated to cultivating a tech-savvy environment that empowers individuals to unlock their true potential and achieve extraordinary results. Our customized benefits not only prioritize your well-being but also charge your professional growth, making this opportunity an ideal match for tech enthusiasts like you.

What project we have for you

Our client is a global Fortune 500 consumer goods company headquartered in Switzerland, operating in 130+ countries. Together with Intellias, they are building a modern Digital Ecosystem covering eCommerce, personalization, customer engagement, and connected online - offline experiences.

To support this transformation, we are seeking a Support Delivery Manager who will drive and scale IT support operations, ensuring high-quality service delivery in a complex, fast-paced environment.

What you will do

  • 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.

What you need for this

  • 3+ years of experience as a Support Manager / Support Delivery Manager in IT.
  • Strong hands-on experience with:
  • 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.

Will be a plus

  • ITIL certification (Foundation level or higher).