Senior Support Delivery Manager

Are you ready to lead global support operations for a top-tier enterprise client? We are looking for a highly skilled Senior Support Delivery Manager to join our team and take full ownership of a dedicated L2 B2B support project delivered for our client - one of the world’s largest IT and telecom companies.

In this high-visibility role, you will be a core part of our organization, leading a distributed, global team of 12 engineers (based in India, Poland, and Mexico) operating on a 24/5 model. You will act as the primary bridge between our technical team and the client, acting as the main point of contact for critical issues, ensuring strict SLAs are consistently met, and pioneering the adoption of internal AI tools. This is a highly technical, fast-paced project offering excellent exposure, great growth potential, and the opportunity to shape service delivery for a global tech giant.

Essential functions

• Global Team Leadership: Manage, mentor, and scale a distributed team of L2 support engineers working across multiple time zones (24/5 model).

• Service Delivery & SLA Management: Take full ownership of support delivery, ensuring all strict SLAs are consistently met and tickets are resolved promptly.

• Critical Incident Management: Directly handle communication with major enterprise customers during critical, high-visibility issues, and actively participate in Root Cause Analyses (RCAs).

• Process Optimization: Establish and supervise processes for timely Knowledge Base updates to significantly accelerate response times for known issues.

• AI Integration: Pioneer and drive the adoption of internal AI tools for efficient issue triage and resolution.

Qualifications

• 3+ years of experience managing enterprise-level support projects, backed by 8+ years of overall IT experience.

• Team Management: A proven track record of building, managing, and scaling distributed, international support teams.

• Client Engagement: Extensive experience managing communications with major enterprise clients, especially during critical incidents and escalations.

• Exceptional Communication: Outstanding verbal and written English skills, with a focus on sharp, precise, and highly professional delivery.

Would be a plus

• End-to-End Resolution: Experience overseeing project issue resolution from initial intake and triage to post-release verification of the fix.

• Business Scaling: Demonstrated experience in scaling business operations and building deep, trustful relationships with clients.

• Cross-Tier Management: Previous experience building and managing L1 and L3 support teams.

We offer

• Opportunity to work on bleeding-edge projects

• Work with a highly motivated and dedicated team

• Competitive salary

• Flexible schedule

• Benefits package - medical insurance, sports

• Corporate social events

• Professional development opportunities

• Well-equipped office

About us

Grid Dynamics (NASDAQ: GDYN) is a leading provider of technology consulting, platform and product engineering, AI, and advanced analytics services. Fusing technical vision with business acumen, we solve the most pressing technical challenges and enable positive business outcomes for enterprise companies undergoing business transformation. A key differentiator for Grid Dynamics is our 8 years of experience and leadership in enterprise AI, supported by profound expertise and ongoing investment in data, analytics, cloud & DevOps, application modernization and customer experience. Founded in 2006, Grid Dynamics is headquartered in Silicon Valley with offices across the Americas, Europe, and India.